The Customer Support Specialist’s main responsibilities are to triage, respond and resolve customer cases. Customer Support Specialists are responsible for troubleshooting and answering how-to questions about the Elation EHR (Electronic Health Record), Elation Billing (Revenue Cycle Management) and Patient Passport applications via email, chat, phone, and screen share. Customer Support Specialists collaborate with other members of the support team, as well as other customer facing teams. Customer Support Specialists are building expertise on the Elation EHR (Electronic Health Record), Elation Billing (Revenue Cycle Management) and Patient Passport applications, have excellent attention to detail, can manage multiple tasks at a time, have strong collaboration skills and are highly empathetic when working with our customers.
Personal Qualifications
- Manages time effectively and works independently, self-starter.
- Strong desire to learn new material and thrives in an ever changing environment.
- Detail oriented and able to manage multiple tasks at once.
- Ability to think critically and make sound decisions with inputs from customers and available resources.
- Collaborates effectively with both customers and internal teams.
- Empathetic in their approach to work, and passionate about the user experience we support.
- Demonstrates strong written and verbal communication skills, professionalism.
- Effectively ascertains when work requires escalation to leads or manager.
Bachelor’s degree or equivalent experience
- 1+ years of experience in a customer service or other customer-facing role
- Experience in a healthcare environment highly preferred
- Experience with Revenue Cycle Management highly preferred
- Familiarity with Intercom, Salesforce & Jira platforms is highly preferred
Salary: $47,500 - $51,000 CAD/USD
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