Alinea Client Education and Support Specialist (Implementation Specialist II) - REMOTE

About Net Health  

Belong. Thrive. Make a Difference.  

Are you looking for a meaningful and satisfying career where you have endless opportunities to grow and be financially rewarded? Net Health may be the perfect place for you.   

A high-growth and profitable company, we help caregivers harness data for human health. We also honor and respect the needs of our Net Health family and staff, which is why we offer a work-from-anywhere environment and unlimited PTO. Our welcoming and collaborative culture paired with progressive benefits makes Net Health the ultimate career home! 

As a leading-edge SaaS company in healthcare, we deliver solutions that help patients get better, faster, and live more fulfilling lives. Our software and predictive analytics cover the continuum of care, from hospital-to-home, across various medical specialties. Come join us and start the next chapter of your exciting career while helping others to live better lives.  

World-Class Benefits That Reflect Our World-Class Culture. 

Click Here to Learn More!: 

#WorkFromAnywhere #UnlimitedPTO #ComprehensiveBenefitsPackage #EmployeeResourceGroups #CasualDressCode #PrioritizedEmployeeWellness #DiversityAndInclusion #AVoice #NewHireSupport #CareerDevelopment #EducationalAssistance #EmployeeReferralBonus #ProgressiveParentalLeave    

JOB OVERVIEW

The Client and Support Specialist will ensure all Alinea end users are successfully trained on their customized workflows and system utilization. They will serve as the first line of contact for clients, providing timely and helpful assistance for all questions and issues. In collaboration with the Client Education Manager, you will help develop strategic training plans to successfully onboard, engage, and retain clients.

This person should have a strong desire to help people better understand our technology and have a sense of urgency to ensure that everyone receives a timely response to their questions.

RESPONSIBILITIES AND DUTIES

• Support End User Training
  • Collaborate with the Client Education Manager to create training materials, scripts, and videos (Loom) to support and ensure optimal training and adoption.
  • Support completion of client Knowledge Base (Freshdesk) by incorporating software feature updates and client feedback.
  • Represent Alinea on frontline with clients, critically assess and communicate user acceptance and feedback, channeling into continued improvement in product, processes, services, and market opportunities.
• Address Client Helpdesk Inquires
  • Respond to and resolve client inquiries, requests, and support tickets in a timely, knowledgeable manner.
  • Manage quick responses and internal documentation related to our helpdesk.
  • Collaborate with the Client Education Manager and Alinea Operations Director to enhance and streamline frontline support and ongoing success processes.
  • Share or accelerate key feedback to management as required.
• Support other projects as assigned. This may include the following:
  • Perform QA testing as required in a rapid iteration environment.
  • Contribute to communication of system updates and feature releases with clients.
  • Collaborate and innovate closely with the core team as the product and markets continue to evolve and grow.

QUALIFICATIONS

• Strong communication skills are vital, as is customer empathy, critical thinking, organization and follow through, and detail orientation.
• Develop an understanding of Alinea’s platform, benefits, features, and workflows, as well as rehabilitation markets and client bases Alinea serves.
• Proven ability to work independently and remotely.
• Curiosity for learning and a personal drive for continuous improvement.
• 2-3 years of experience in a client support role.

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization. 

Salary Range: $64,000 - $80,000 USD