Job description

Who We Are Looking For

As a Support Specialist 1 - Chat & Email, you’ll be on the question-and-answer front lines, using your expert knowledge of our software to ensure our customers use WebPT’s product offerings to their full potential. That means learning WebPT products inside and out—and communicating your expertise in ways that cater to a variety of different learning styles. At WebPT, we like to hire the most talented team members, then give them the tools to do their jobs.

What You’ll Be Doing As A Part of Our Team

Serve as the primary point of contact for all Members
Provide exceptional customer service and maintain a CSAT score of 90 or above
Answer inbound live chats and email as primary responsibility
Respond to a variety of technical and non-technical inquiries as quickly and accurately as possible
Stay in communication with each Member until you’ve resolved their issue while documenting the progress of the issue throughout
Escalate issues to the next level of Support when appropriate
Monitor and track support cases within Salesforce, WebPT’s help desk and customer relationship management (CRM) system
Maintain key performance goals such as response time, resolution rate, and quality assurance
Provide feedback on, utilize, and contribute to the knowledgebase to facilitate quicker issue resolution
Organize and prioritize caseload to meet SLAs and identify tickets in need of escalation
Adhere to all confidentiality and compliance regulations, including HIPAA
Reliable and punctual in reporting for work and taking designated breaks

What You Should Have To Qualify

Two years of experience in a fast-paced help center or customer service environment or combination of degree and experience
Technical aptitude and proven ability to use web browser, web applications, and other forms of technology
Critical thinking skills; this job requires the ability to troubleshoot a variety of issues
Communicate effectively through written text
Be passionate about quality customer service
Exude confidence
Ability to navigate multiple web applications simultaneously, and be proficient with online meeting software and web conferencing tools
Be able to take chats and respond to cases with a sense of urgency and high level of accuracy
Be organized, ahead of schedule, communicative, and accountable
Be solution driven for positive outcomes

Ideally, You Would Also Have These

Experience working is a SaaS environment or with a similar EMR platform
Five years Customer Service experience
Medical admin or billing experience
Help desk, troubleshooting, or call center experience

Culture is at our Core

Service: Create Raving Fans
Accountability: Follow Up; Own Up
Attitude: Possess True Grit
Personality: Be Minty
Work Ethic: Be Rock Solid
Community Outreach: Give Back
Health and Wellness: Live Better
Resource Efficiency: Do Más With Menos

About Us

Here, we work hard—but we have lots of fun doing it. We believe in equal opportunity for all, autonomy, trailblazing, and always doing right by our Members. Most importantly, though, we believe in empowering rehab therapy professionals to achieve greatness in practice. So, if you’re a can-do kinda person who loves to help Members win and enjoys working from just about anywhere—then you’ll fit right in. We’ve got big plans, but we can’t achieve them without you. Join us, and let’s achieve greatness.

Required profile