[Remote] Customer Support Representative
Note: The job is a remote job and is open to candidates in USA. Symplast is a company providing technology solutions for healthcare providers and medical practices. They are seeking a Customer Support Representative who will deliver exceptional client support, resolve product-related issues, and educate users to maximize the value of Symplast's platform.
Responsibilities
- Provide timely, professional, and empathetic support to clients via phone, email, chat, and ticketing systems
- Serve as the first point of contact for users experiencing issues with Symplast products and services
- Diagnose and troubleshoot software, workflow, user-access, and configuration issues
- Escalate complex technical issues to Tier II Support, Product, Engineering, or other internal teams as appropriate
- Manage support tickets through resolution while maintaining proactive communication with clients
- Deliver a high-touch service experience that reinforces client confidence and satisfaction
- Support clients in navigating product features, workflows, and best practices
- Develop and maintain expertise in Symplast's products, including: Electronic Health Records (EHR), Practice Management, Patient Engagement Tools, Scheduling and Appointment Management, CRM and Marketing Features, Payment Processing and Financial Workflows, Mobile and Cloud-Based Platform Functionality
- Educate clients on product enhancements, new releases, and feature updates
- Conduct client walkthroughs and provide guidance on system functionality and workflow optimization
- Assist in creating and maintaining knowledge base articles, FAQs, and support documentation
- Investigate client concerns and determine root causes
- Partner with Product, Engineering, Revenue Cycle, Implementation, Training, and Account Management teams to resolve issues efficiently
- Document detailed findings, troubleshooting steps, and resolutions within Salesforce and other support systems
- Identify recurring client issues and communicate trends to leadership for continuous improvement opportunities
- Advocate for client needs while balancing business priorities and platform capabilities
- Maintain accurate and complete documentation of all client interactions within Salesforce and other designated systems
- Follow established support workflows, service standards, and escalation procedures
- Contribute to continuous improvement initiatives that enhance client satisfaction and operational efficiency
- Ensure compliance with company policies, security standards, and healthcare privacy requirements
- Participate in quality reviews, coaching sessions, and ongoing professional development activities
- Support departmental goals related to service quality, productivity, and client retention
Skills
- High school diploma or equivalent, a bachelor's degree may be preferred
- Proven experience in customer service, preferably in SaaS or technology-related industry
- Excellent communication skills, both written and verbal
- Strong problem solving and analytical skills
- Technical aptitude and ability to understand software systems
- Patience, empathy, and client-centric approach
- Familiarity with CRM systems and support tools
- Ability to work effectively in a team or independently
- Adaptability and willingness to learn about evolving SaaS products and technologies
- Experience in healthcare technology, medical practices, aesthetics, plastic surgery, dermatology, med spa, or related industries
- Experience with Salesforce, Zendesk, or similar support systems
- Knowledge of EHR, practice management, scheduling, or patient engagement software
- Familiarity with HIPAA and healthcare privacy standards
Company Overview