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Technical Support Specialist

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

United States

Offer summary

Qualifications:

1-2 years of experience with Salesforce, 2+ years working in a queue system, Proven experience in technical support, Strong understanding of Salesforce configuration and troubleshooting, Excellent problem-solving skills.

Key responsabilities:

Serve as primary point of contact for customer support requests
Provide prompt and accurate assistance for technical issues
Document and maintain detailed records of interactions
Collaborate with cross-functional teams for enhancements
Identify opportunities to improve support processes

Verifiable SME https://www.verifiable.com/

51 - 200 Employees

See more Verifiable offers

Job description

About Us:

Verifiable provides industry-leading solutions to automate credentialing and provider network management for the healthcare industry. Our API-first platform is the only one of its kind, connecting directly to hundreds of sources and automating provider data verifications instantly to speed up credentialing and simplify network management.

Our software is used by some of the largest and fastest growing healthcare companies, payer organizations, and provider organizations like Humana, TriWest, Spring Health, Modern Health, Talkspace and Grow Therapy.

We’ve grown to over 100 employees in less than 4 years. Steady revenue growth allowed us to secure a $27M Series B led by Craft Ventures, bringing us to $47M in total funding.

We are an official Salesforce vendor, and the #1 fastest-growing ISV partner on the Salesforce app exchange in 2023.

We value the many benefits of remote work, so we’re fully distributed across the US and internationally. We’re not limited by location in finding the best talent to build a world-class team!

The role:

The Technical Support Specialist is the initial point of contact for customers seeking product or technical assistance. We are looking for someone who is passionate about giving customers a great experience!

Responsibilities

Serve as the primary point of contact for Verifiable inbound support requests

Provide prompt and accurate assistance to customers by identifying, troubleshooting, and resolving technical issues.

Develop a strong understanding of Verifiable and Salesforce

Conduct thorough analysis of customer inquiries to determine the root cause of the problem and escalate complex issues to the appropriate internal teams when necessary.

Deliver superior customer service by actively listening to customer concerns, empathizing with their issues, and providing clear and concise instructions to resolve problems.

Document and maintain detailed records of customer interactions, technical solutions, and follow-up actions.

Collaborate with cross-functional teams, including product, sales, and customer success to provide feedback on common customer issues and contribute to enhancements.

Contribute to the creation and maintenance of knowledge base articles, FAQs, and troubleshooting guides to facilitate self-service options for customers.

Identify opportunities to improve customer support processes and workflows, and actively participate in continuous improvement initiatives.

About You

1-2 years of experience with Salesforce

2+ years working in a queue system

Proven experience in technical support or customer service roles, preferably supporting Salesforce products

Strong understanding of Salesforce including configuration, customization, and troubleshooting

Excellent problem-solving skills with the ability to analyze complex issues and provide accurate resolutions

Exceptional communication skills, both written and verbal, with the ability to explain technical concepts to non-technical individuals

Outstanding customer service skills, with a strong customer-centric approach and the ability to handle difficult situations with patience and empathy

Ability to work in a fast-paced environment, prioritize tasks, and manage multiple customer inquiries simultaneously

Self-motivated and proactive with a strong desire to continuously learn and improve technical skills

Exceptional documentation skills for customer issues and best practices