Customer Support Specialist

Who We Are: 

With the collective efforts of our epic team members, we’re trailblazing a new path in the DME industry. Synapse Health was founded in 2016 with a goal to fix the fractured DME ecosystem and completely transform the industry. Built on decades of industry and leadership experience, we’ve launched tech-based solutions that eliminate age-old DME headaches, resulting in a seamless experience for all. We are proud to offer work that matters, on a mission that matters.  

Intrigued? Learn more at SynapseHealth.com and on Synapse Health’s LinkedIn. 

What We Need:  

The Customer Support Specialist will report directly to the Manager, Customer Support. This role is responsible for ensuring all Synapse Health Equip users have a positive experience utilizing the Synapse Equip software and DMEPOS services.

What You Will Do:  

• Responsible for responding to current Synapse Equip users and potential Synapse Equip users' concerns, inquiries, requests or questions via telephone, email, and ticketing system.
• Responsible for assigning helpdesk tickets to the proper teams and supporting the teams to ensure a timely response back to Synapse Equip customers.
• Responsible for connecting with Synapse Equip users to help them best understand how to utilize the Synapse Equip software and assist them with any questions pertaining to the software.
• Responsible for recording all user’s information, concerns, and questions in the system for the organization to identify trends to help make the Synapse Equip software better for our users.
• Support the SNF & Hospice department with new customer onboarding and customer requests.
• Partner with the Manager, SNF & Hospice Operations on escalated requests or questions. 
• Perform other job duties as assigned.

What You Have:   

At Synapse Health we’ve intentionally built a culture of kindness, collaboration and creativity, and we consider those qualities to be table stakes for any new team member. Additional requirements include: 

• High school diploma or GED, required. Associate degree, preferred.
• At least 1 year of experience in the healthcare or durable medical equipment (DME) industry in customer service or an order intake department setting or other related experience.
• Proficient in MS Office applications and ability to learn department and job-specific software systems.
• Demonstrate organizational skills.
• Demonstrate effective verbal and written communication skills. 
• Demonstrate analytical skills when problem-solving.
• Demonstrate high attention to detail and a high degree of accuracy. 

What Sets You Apart:  

• Analytical: Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.
• Customer Service: Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Oral Communication: Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.
• Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed; Recognizes accomplishments of other team members.
• Written Communication: Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Quality: Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Hospice experience preferred.

What Sets Us Apart:  

• Professional growth opportunities with compelling career paths 
• Healthy work-life balance culture with paid time off (PTO) 
• Medical, dental and vision insurance for full-time team members 
• 401K savings plan with employer contribution match 

Synapse Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Synapse Health, Inc will never request personal or sensitive information during the recruitment process. Please see our Careers Page for more information to protect yourself from scammers and to learn more about our recruitment process.