POSITION SUMMARY

You’ll provide exceptional product support and have a significant role in the overall customer experience. As a Tier I Customer Support Specialist, you’ll be the face of Verity and become our clients’ biggest advocate! You’ll understand the ins and outs of the product and delight clients with your wealth of knowledge and unwavering positivity.

With our development program, you’ll have the opportunity to develop skills for your individual career path based on your interests--whether this lies within customer support or in another department within the company.

ESSENTIAL DUTIES OR RESPONSIBILITIES:

• Provide phone, email, video chat support; working closely with clients and with internal teams to efficiently resolve any issues that may come up.
• Troubleshoot and diagnose reported problems and work to understand and correct problems or discover educational opportunities.
• Build strong relationships with your colleagues and with clients, communicating in a timely, professional and respectful manner.
• Identify, test and verify uncovered bugs, providing the development team will clear documentation.
• Provide an uncomplicated and seamless customer experience by collaborating cross-functionally on customer focused initiatives.
• Participate in testing new features and releases.
• Suggest recommendations for product enhancements utilizing data in addition to customer feedback.

JOB SPECIFICATIONS:

A. KNOWLEDGE/EDUCATION AND EXPERIENCE REQUIRED:

• You have at least one year of experience in customer-facing roles.
• You have obtained a bachelor’s degree, preferably in a related discipline.
• Practical knowledge of the healthcare industry a definite plus.

B. SKILLS REQUIRED:

• You have an extraordinary, charismatic phone presence; excellent written communication and can relay information clearly, concisely and thoughtfully.
• You are an entrusted problem-solver, a skilled prioritizer and take ownership in the work that you do.
• You know your audience and have the ability effectively communicate resolutions with both non-technical and technical customers.
• You have a natural ability to work through technical difficulties, determine the root issue, and provide resolution beyond the issue or question proposed.
• You are able to take complex topics and make these easily digestible.

C. ABILITIES REQUIRED:

• You are clever, optimistic and ineffably empathetic.
• You have an insatiable curiosity for learning how things work.
• You have a working knowledge of Microsoft operating systems and are familiar with tools including Salesforce and Microsoft Teams. A basic understanding of SQL is a bonus.
• You are able to work a flexible schedule, providing coverage between 6 AM - 6:30 PM, Monday through Friday. Weekends and holidays are for you to enjoy with friends and family.
• You are a team player working towards to a common goal and uphold your colleagues to the same level of quality and elevated standards.
• You may not always have the answer, however, you are willing to go above and beyond to find a solution for a customer or provide a clear understanding of the steps we are taking.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.