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Customer Success Specialist

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<p>Prevounce Health creates innovative cloud applications to help doctors provide and manage clinical preventive services, telemedicine, chronic care management and remote patient monitoring programs. Our software can significantly increase a doctor's revenue while improving patient health outcomes. Further, as demand for more telehealth and remote practice, our solution is well positioned to grow while supporting practices as we all navigate these changing times.</p><p><br></p><p>Prevounce Health is actively seeking a Customer Support Specialist to join our newly expanded service hub in Indianapolis, IN. The Customer Support Specialist responds to client support tickets submitted through a variety of means (tickets, emails, phone calls, etc), assists with new client training, and maintenance of current accounts including but not limited to client outreach to gauge satisfaction and determine areas for product enhancement or expansion per client requests. This role will be expected to work with other members of the Customer Support, Sales, and logistics teams to ensure client needs and expectations are being met end-to-end. The Customer Support Specialist position requires a highly organized, set and manage client expectations, process-driven but creative thinker who is able to solve unique problems with clients of varying technological literacy, and promote a culture of team-based troubleshooting.</p><p><br></p><p><strong>Job Description</strong></p><p>Essential Functions:</p><ul><li>Drive a customer-focused culture to meet and exceed internal and external customer expectations</li><li>Focus on customer service and support efficiency while maintaining response accuracy and minimizing account or product loss or damage</li><li>Motivate, organize and encourage teamwork within the workforce to ensure all objectives are met</li><li>Apply continuous improvement tools and issue tracking to identify and eliminate the root causes of issues that may arise within internal and/or external workflows.</li><li>Participate in teams, committees, events, and training that improve the organization</li><li>Create and maintain departmental reports as required or requested</li><li>Document details of troubleshooting, resolutions provided and other details in our CRM daily</li><li>Support other team members in their duties as needed.</li></ul><p>Required Knowledge, Skills, And Abilities</p><ul><li>Adaptable to fast-paced environments with changing circumstances, direction, and strategy within a diverse organization</li><li>Strong verbal and written communication skills with a history of influencing multiple levels of the organization</li><li>Ability to make logical and accurate decisions using the best available information.</li><li>Ability to handle multiple priorities and anticipate needs</li><li>Detail-oriented and well organized</li><li>Excellent skills in word processing, spreadsheet use and development, and integrated database systems</li><li>Proven ability to succeed in the day to day management of sustaining and strategic priorities</li><li>Passionate about eliminating problems before they occur or after only one occurrence.</li><li>Strong leadership skills, including the capability to drive improvement and challenge the status quo</li><li>Attention to detail, follow directions, logic and critical thinking</li><li>Impeccable written and verbal communication skills</li><li>Excellent phone & video (zoom, etc.) presence and customer service skills</li><li>Efficiently communicate to clients at varying skill levels</li><li>Ability to work in teams or independently</li><li>Ability to prioritize multiple active issues</li><li>Eager to learn, adapt and perfect your work; you seek out help and put it to good use</li><li>Familiarity with standard office productivity applications</li><li>Some knowledge of the medical realm.</li></ul><p>Preferred skills to have</p><ul><li>Knowledge of HubSpot, Zendesk, and Dial Pad a plus as well</li><li>Experience and/or understanding of SaaS platforms</li><li>History of working within customer success </li></ul><p>Hybrid Schedule available after training: Monday-Friday 10am-6pm</p><p>Job Type: Full-time</p><p><br></p><ul><li>Work Location: In person</li></ul>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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