Job Description
As a Support Specialist 1 - Chat & Email at WebPT, you will be at the forefront of customer interactions, utilizing your expert knowledge of the software to ensure that customers maximize the use of WebPT's product offerings. Your role will involve answering questions, providing exceptional customer service, and resolving technical and non-technical inquiries efficiently.
Key Responsibilities:
- Serve as the primary point of contact for all Members
- Provide exceptional customer service to maintain a CSAT score of 90 or above
- Answer inbound live chats and emails
- Respond to inquiries quickly and accurately
- Document the progress of each issue and communicate with Members until resolution
- Escalate issues when necessary
- Monitor and track support cases in various systems
- Maintain key performance goals such as response time and resolution rate
- Contribute to the knowledgebase for quicker issue resolution
- Organize and prioritize caseload to meet SLAs
- Adhere to confidentiality and compliance regulations, including HIPAA
- Be reliable, punctual, and committed to quality customer service
Qualifications Required:
- Two years of experience in a fast-paced help center or customer service environment, or a combination of degree and experience
- Technical aptitude and proficiency with web browsers and web applications
- Critical thinking skills and ability to troubleshoot various issues
- Effective written communication skills
- Passion for delivering quality customer service
- Ability to multitask and use online meeting software efficiently
- Strong organizational skills, proactive approach, and accountability
- Solution-driven mindset for positive outcomes
Additional Details about WebPT:
At WebPT, the core values drive the culture and working environment. These values include:
- Service: Create Raving Fans
- Accountability: Follow Up; Own Up
- Attitude: Possess True Grit
- Personality: Be Minty
- Work Ethic: Be Rock Solid
- Community Outreach: Give Back
- Health and Wellness: Live Better
- Resource Efficiency: Do Ms With Menos
WebPT is committed to equal opportunities, autonomy, trailblazing, and always prioritizing the needs of its Members. Join the team dedicated to empowering rehab therapy professionals and achieving greatness. If you are a proactive individual who loves helping others succeed and can work effectively from any location, WebPT is the place for you. Your contribution is essential to achieving our ambitious goals. Let's work together and achieve greatness. As a Support Specialist 1 - Chat & Email at WebPT, you will be at the forefront of customer interactions, utilizing your expert knowledge of the software to ensure that customers maximize the use of WebPT's product offerings. Your role will involve answering questions, providing exceptional customer service, and resolving technical and non-technical inquiries efficiently.
Key Responsibilities:
- Serve as the primary point of contact for all Members
- Provide exceptional customer service to maintain a CSAT score of 90 or above
- Answer inbound live chats and emails
- Respond to inquiries quickly and accurately
- Document the progress of each issue and communicate with Members until resolution
- Escalate issues when necessary
- Monitor and track support cases in various systems
- Maintain key performance goals such as response time and resolution rate
- Contribute to the knowledgebase for quicker issue resolution
- Organize and prioritize caseload to meet SLAs
- Adhere to confidentiality and compliance regulations, including HIPAA
- Be reliable, punctual, and committed to quality customer service
Qualifications Required:
- Two years of experience in a fast-paced help center or customer service environment, or a combination of degree and experience
- Technical aptitude and proficiency with web browsers and web applications
- Critical thinking skills and ability to troubleshoot various issues
- Effective written communication skills
- Passion for delivering quality customer service
- Ability to multitask and use online meeting software efficiently
- Strong organizational skills, proactive approach, and accountability
- Solution-driven mindset for positive outcomes
Additional Details about WebPT:
At WebPT, the core values drive the culture and working environment. These values include:
- Service: Create Raving Fans
- Accountability: Follow Up; Own Up
- Attitude: Possess True Grit
- Personality: Be Minty
- Work Ethic: Be Rock Solid
- Community Outreach: Give Back
- Health and Wellness: Live Better
- Resource Efficiency: Do Ms With Menos
WebPT is committed to equal opportunities, autonomy, trailblazing, and always prioritizing the needs of its Members. Join the team dedicated to empowering rehab therapy professionals and achieving greatness. If you are a proactive individual who loves helping others succeed and can work effectively from any location, WebPT is the place for you. Your contribution is essential to achieving our ambiti
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