CollaborateMD - Customer Service and Support Associate (Remote, US)

Customer Service and Support Associate, CollaborateMD – REMOTE (US)

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 685,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Fitness & Wellness industries.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://careers.evercommerce.com/us/en

We are looking for a Customer Service and Support Associate to focus on our CollaborateMD. CollaborateMD is part of the EverHealth vertical of EverCommerce. Our mission is to build a technology platform that enables medical practices of all sizes to make care more informed, more personalized, more interactive, and more adaptable. Our platform has been used by thousands of physicians who in turn have provided care to millions of patients. Our products can be completely tailored to any medical practice—small, large, or specialty—and are open to third-party innovation via a robust API. Our people and the enthusiasm for healthcare is contagious. We’re one of the most tech-forward healthcare players in the EHR industry and our philosophy “more time with patients, less time doing paperwork” drives constant innovation throughout the company.

Responsibilities

Provide software support for our clients by answering and responding professionally to urgent inbound tickets, chats, and calls, tracking them at various stages of completionWork to identify the root cause of the clients' problem, providing answers and solutions in a way that is easily understood, guiding promptly through the resolution while also delighting the customerBe a support representative and consultant for various subjects related to the DrChrono platform, both the web and mobile application, iOS features, and Partner information. Proactively identify clients experiencing repeated issues or requests that are not resolved to the clients' satisfaction while identifying possible opportunities for escalationUtilize internal tracking tools to manage issues between customers, sales, support, and engineeringWork cross-departmentally with multiple teams to find, analyze, and resolve client issues. Represent the voice of the customer by gathering and sharing customer feedback about our products and serviceProvide recommendations to your leadership team about how to improve customer experienceWork closely with the account management team to maintain a continuous knowledge of accounts. Navigate through applications and company tools to research and resolve customer inquiriesProvide excellent customer care and focus; focusing on assessing the customers’ needs and provide the correct answer, path, troubleshooting, or method for an outstanding customer experience. Actively participate in developing the company knowledge base as well as improving team and customer resources by recognizing patterns of technical issues trends through customers' outreach and recommendations for self-service articlesStrive to meet and go above personal and team targets and goals

Skills and Experience needed for success in this role

3+ years in a genuine customer-facing, internal support, or customer service role3+ years troubleshooting and or technical support experience1+ years in a healthcare settingAbility to manage a high volume of clients at any given timeExcellent time management, project management, and organizational skillsA positive and proactive approach to handling challenging situationsExceptional listening skills, with attention to detailAbility to prioritize tasks and carry out responsibilities with minimal directionAbility to work with a multicultural and virtual teamExperience working directly with customers and the willingness to do what is right for customers, the company, and team members in all circumstances - strong customer focus and a high level of empathy. Excellent problem solving and analytical skillsOutstanding oral and written communication skills (writing exercise will be requested as part of the interview process)Ability to convey technical information to a general audienceAptitude for learning new technologies quicklyAbility to understand and follow customer service procedures and policies and actively participate in continuously improving themExperience and knowledge in Zendesk and Jira is a plus

Where

The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.

Benefits & Perks

Flexibility to work where/how you want within your country of employment – in-office, remote, or hybridRobust health and wellness benefits, including an annual wellness stipendContinued investment in your professional development through Udemy401k or RRSP with company matchAnnual wellness stipendFlexible and generous paid time offEmployee Stock Purchase Program

Compensation

The target base compensation for this position is $17.00 - $18.00 USD per hour in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.

EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!