Customer Support Assistant Manager
📋 Role Overview & Responsibilities
Home Care Pulse (HCP), a SaaS leader in the post-acute healthcare market, has an exciting opportunity for a Customer Support Assistant Manager.
First, a bit about HCP. Founded in 2008, Home Care Pulse set out to enhance patient outcomes through top-tier online training for post-acute and residential living providers. Today, with 250+ team members, 3.2k+ clients, and an impact on over 1M+ patients' lives, our Care Intelligence Platform offers employee engagement, continuing education and training, satisfaction surveys, and reputation management tools to help providers become the best employer and care provider in their area.
Position Overview:HCP is seeking a skilled Customer Support Assistant Manager, who will assist the Customer Support Manager with administrative responsibilities. They will help customers, assist with escalations, supervise team employees, and manage the workflow of the team’s processes. This role demands great communication skills both verbal and written.
Key Responsibilities:Work independently and with a team of Customer Support Associates supporting our customer baseDirectly report to the Customer Support Manager and assist with administrative responsibilitiesSupervise employees during day-to-day tasksProvider customer support in escalated situations as neededManage the overall workflow of the workspaceDisplay a strong commitment to the success of HCP customers, going above and beyond to deliver top-notch service at every touchpointCommunicating with customers over the phone, email and sometimes video callsAnswering questions with an In-depth understanding of the company’s products or servicesRespond to inquiries from customers in a timely mannerCommunicate across teams internally to get answers for customers and other team membersWork between many different software’s and systems to assist customers
Required Skills:Strong technical aptitude and computer literacyStrong problem-solving skillsWork independently and as a member of a teamEffective time management skills, including the ability to manage multiple projects simultaneously, prioritize effectively and meet deadlinesExcellent organizational skills and attention to detailExcellent interpersonal and customer service skillsOpen minded, resilient, and flexibleExcellent communication abilities, including written and verbal communicationPatience, empathy and professionalismFull time work scheduleMust be able to read and speak clearly in EnglishProficient in Microsoft Office SuiteAble to work in our Rexburg, Idaho officeExperience and Qualifications:1+ years of professional experience in customer serviceDeep understanding of information technology processesSelf-motivated, driven and a positive attitude are a mustConfident, with strong interpersonal skills and a true team playerProlonged sitting at a desk and working at a computerAbility to manage people
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This position is located in Rexburg, ID with potential relocation and sponsorship assistance depending on candidate qualifications.
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