Updox: Associate Technical Customer Support Specialist – REMOTE (US)

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 685,000+ customers.  As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Fitness & Wellness industries.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://careers.evercommerce.com/us/en

We are looking for an Associate Technical Customer Support Specialist to focus on our Updox application. Updox is part of the EverHealth vertical of EverCommerce. Our mission is to build a technology platform that enables medical practices of all sizes to make care more informed, more personalized, more interactive, and more adaptable. Our platform has been used by thousands of physicians who in turn have provided care to millions of patients. Our products can be completely tailored to any medical practice—small, large, or specialty—and are open to third-party innovation via a robust API. Our people and the enthusiasm for healthcare is contagious. Our philosophy “more time with patients, less time doing paperwork” drives constant innovation throughout the company. The Associate Technical Customer Support Specialist acts as a liaison with our clients, providing product information and answering questions; ultimately bringing resolutions to clients’ concerns within various SaaS solutions.  

Responsibilities:

• Assisting our external customer base via phone calls, chats, email and customer portal
• Diagnose, troubleshoot and resolve application, configuration and workflow questions and potential issues
• Being a business partner for our customers by understanding and consulting on all functional and configuration aspects of Updox
• Properly escalate potential issues, as needed, to the next level
• Communicate in a cheerful, helpful, and professional manner with both internal stakeholders and our customers
• Precisely document required details of assigned tickets while tracking tickets through various stages of completion
• Work cross-departmentally with multiple teams to find, analyze, and resolve client issues.
• Represent the voice of the customer by sharing customer feedback about our products and service
• Be a change agent by proactively identifying and communicating areas of improvement to leadership
• Utilize team tools and company knowledge base to research and resolve customer concerns
• Provide a World Class Customer Experience by seeking to understand the customer’s concerns with empathy
• Actively participate in developing the company knowledge base
• Strive to meet or exceed individual, department and corporate goals
• Continuously seek opportunities to grow in Updox and industry knowledge

Skills and Experience needed for success in this role:

• 1+ years in a customer service role with technical troubleshooting experience is required
• 1+ years in a healthcare setting is desired
• Ability to manage a high volume of clients at any given time
• Excellent time management, project management, and organizational skills
• A positive and proactive approach to handling challenging situations
• Exceptional listening skills, with attention to detail
• Ability to prioritize tasks and carry out responsibilities with direction
• Ability to work with a global team in a remote work environment
• Experience demonstrating empathy while working directly with customers
• Excellent problem solving and analytical skills
• Outstanding oral and written communication skills
• Ability to convey technical information to a general audience
• Aptitude for learning new technologies quickly
• Ability to understand and follow customer service procedures and policies
• Experience with Salesforce and Jira are a plus

Where:
The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position.

Benefits and Perks:

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
• Continued investment in your professional development through Udemy
• Robust health and wellness benefits, including an annual wellness stipend
• 401k with up to a 4% match and immediate vesting
• Flexible and generous (FTO) time-off
• Employee Stock Purchase Program
• Student Loan Repayment Program

Compensation: The target base compensation for this position is $20.50 - $22.00 USD per hour in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.