Job Description

About the Role

We are looking for a dynamic Customer Support Specialist who will be the first line of assistance for our clients, using your exemplary knowledge of HENO’s software to respond to technical and non-technical service inquiries accurately and efficiently. Here, at HENO, it is always about our clients. This is how your role will be integral to our client’s success: you possess compassion and energy needed daily to work in an environment where you’ll be indirectly making our clients more efficient daily by allotting them the opportunity to be more focused on their patients. This can include a variety of tasks such as:
• Understanding client issues, including identification of root cause and issue resolution.
• Exceed customer expectations on response quality, timeliness of responses and overall customer experience.
• Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvement.
• Provide technical mentoring to Heno… clients and educate the team on prominent product information, releases, bugs, and status updates.

Qualification:
• Demonstrate strong analytical and problem-solving skills.
• Are passionate about customer success and experience and putting the customer first.
• Someone who embraces change, challenges, and is naturally curious.
• Provide technical mentoring to Heno clients and educate the team on prominent product information, releases, bugs, and status updates via email or phone.
• Be organized, prioritize caseload and accountable.
• Remain cool under pressure. Things can get pretty hectic at times, so we want to make sure you keep calm and carry on through even the most stressful of circumstances.
• Provide feedback within the organization about issues that can be addressed before they become serious or widespread.
• Create and review knowledge base content to promote support scalability and improve self service capabilities.
• Communicate critical system issues to Development
• Adhere to all company confidentiality and compliance regulations, including HIPAA.

Schedule
• Monday to Friday
• Eight (8) hour shift

Requirements
• High school diploma or equivalent (Required)
• Customer service experience: 1 year (Required)
• Experience working with Electronic Medical Records (EMR): 6 months (Required)
• Experience working in a B2B SaaS environment: 1 year (Preferred)
• Help desk or contact center experience 1 year (Required)

Work Location
• Remote

Benefits
• Health Insurance
• Dental Insurance
• Vision Insurance
• 401(k)
• Paid Time Off (PTO)

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:
• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance
• Work from home

Experience level:
• 2 years

Shift:
• 8 hour shift
• Day shift
• Evening shift

Weekly day range:
• Monday to Friday

Work setting:
• Remote

People with a criminal record are encouraged to apply

Experience:
• Medical office: 2 years (Required)

Work Location: Remote