Client Support Specialist, Tier 1

Title: Client Support Specialist, Tier 1


Reporting to: Senior Manager of Client Support


Location: This position can be based remotely in the US


Opportunity

The Tier 1 Client Support Specialist serves as the initial point of contact for clients seeking technical support via telephone, dedicated to delivering world-class service. This role is crucial for resolving technical issues using strong technical expertise and superior customer service skills. By doing so, the Specialist ensures that clients and their patients can fully engage in the patient care journey. We are looking for individuals with technical aptitude, a drive for continuous learning and career growth, and a genuine passion for helping others.

Responsibilities

• Client Experience: Serve as the primary representative of Get Well, ensuring a positive and professional experience for all clients.
• Technical Support: Deliver outstanding technical support via phone and email. Quickly diagnose and resolve diverse hardware, software, and application issues by employing effective questioning. This includes remote troubleshooting for various devices and peripherals, such as Smart TVs, iPads, and mobile devices.
• Product Knowledge: Maintain a deep understanding of Get Well's product suite and the associated patient outcomes to fully grasp the impact of technical issues on clients and patients.
• Workflow and Escalation: Develop a thorough understanding of company support operations, clearly identifying when to escalate unresolved issues to the next level of support according to established procedures.
• Professional Communication: Exhibit highly professional communication and service skills when interacting with a diverse client base.
• Continuous Learning: Actively learn new product platforms, features, and updates through internal documentation, training sessions (e.g., Google Meet/Zoom), and hands-on experience by working through related support tickets. Experience using AI-powered tools and a curiosity for integrating them into daily workflow for enhanced efficiency.
• Prioritization and Organization: Maintain a high level of organization and adaptability, prioritizing problem resolution effectively within a fast-paced learning and execution environment.
• Process Improvement: Proactively drive efficiency by recommending improvements to existing processes and systems.
• Career Growth: Opportunity for internal growth and advancement into other roles within the organization based on performance.
• Additional Duties: Perform other duties as assigned to support overall team and organizational goals.

Requirements

• High school diploma or equivalent.
• Preferred: College degree.
• Demonstrated general technical proficiency.
• Basic understanding of HTTP response status codes.
• Proven ability to achieve and maintain high performance standards.
• Must be able to work assigned shifts, including those outside of typical business hours, to ensure 365 days a year support coverage.
• Flexibility to work weekends and holidays as part of the scheduled rotation.
• Mandatory attendance at all required training sessions.
• Strict compliance with all organizational information security policies.
• Unwavering commitment to protecting all sensitive data (e.g., ePHI and PHI) in full adherence to organizational policies and Federal, State, and local regulations.
• Preferred: Bilingual proficiency, specifically in Spanish, is an advantage.

About You

• Exceptional Work Ethic and Reliability: Demonstrated dedication, consistent attention to detail in all assigned tasks, and a strong work ethic.
• Problem-Solving and Time Management: Possesses strong abilities in troubleshooting, customer service, time management, and tackling complex challenges.
• Positive and Proactive Mindset: Energetic, positive, patient, and enthusiastic to learn new procedures, viewing unpredictability as an opportunity for growth.
• Collaborative and Impact-Driven: Motivated by a team-based approach, passionate about helping others, and driven by a desire to make a significant impact in the healthcare landscape.
• Adaptability and Multitasking: Highly dependable and skilled at multitasking in a fast-paced environment.
• Growth Orientation: Exhibits a natural curiosity and a strong drive for continuous learning and professional career growth.

About GW RhythmX  

GW RhythmX is revolutionizing healthcare through connected, AI-native intelligence that unites clinical  insight, patient engagement, and system-wide care orchestration. The company combines market-leading  AI precision care technology with extensive trusted patient engagement leadership to help health systems  deliver the right care, at the right time, through the right clinician and channel. Its solutions are deployed  across more than 150 health systems, touching more than 85M patients including 8M U.S. military veterans.  The company's award-winning solutions were recognized again in 2024 by KLAS Research, Fierce  Healthcare, and AVIA Marketplace. A SymphonyAI Group company, GW RhythmX leverages various firm  assets, including $1B+ in R&D investment, longitudinal data related to 300 million patients, 4.4 billion total  annual claims, and 1.8 million healthcare professionals at more than 3,000 facilities globally.  

Most relevant press releases:

Presbyterian Healthcare Services Expands Use of GW RhythmX to 200 Primary Care Clinicians in the First Full System Deployment of a Precision Care AI Platform - RhythmX AI

Get Well, a leader in patient engagement software, and RhythmX AI, a leader in AI-powered precision care, will combine to form GW RhythmX to usher in the next generation of precision care

About SymphonyAI Group  

SymphonyAI Group (SAIGroup) is a private investment firm building leading global enterprise AI businesses  by accelerating innovation and growth. SAIGroup companies ConcertAI, SymphonyAI, and GW RhythmX  deliver AI solutions that transform industries and bring value to companies, workers, healthcare  professionals, and patients. The companies collectively represent a workforce of more than 4,000 talented  engineers, data scientists and industry/healthcare experts. SAIGroup is backed by a $1 billion commitment  from Founder and CEO Dr. Romesh Wadhwani, a noted entrepreneur and philanthropist. Learn more at  www.saigroup.ai and follow SAIGroup on LinkedIn. 

When it comes to careers, our approach is simple: empower employees to do their best work and live their  best professional and personal lives. Meeting the needs of a diverse group of employees across more than  30 states means offering tools to support financial, physical and emotional well-being and the choice to  design what meets your needs. You’ll find everything you’d expect and many things you don’t:  exceptionally generous paid time away from work, a variety of paid leave programs, savings opportunities with 401(k) and incentive plans, internal education programs, full array of health benefits, fitness  reimbursement, cell phone subsidy, casual offices with snacks and drinks, peer recognition programs,  health advocacy and employee assistance programs, chili cook-offs, pet insurance (yes, really) and so  much more. Our most valuable benefit? An environment that supports YOU. The estimated base salary range for this position is $40,000 and $47,000 plus bonus potential. Base salary is dependent on many  factors including, but not limited to education, experience and skills. This range is subject to change and  may be modified in the future. 

GW RhythmX is proud to be an equal opportunity employer. All qualified applicants will receive  consideration for employment without regard to race, color, religion, gender, gender identity or expression,  sexual orientation, national origin, genetics, disability, age or veteran status.