Support Specialist I - Chat & Email

Who We Are Looking For

As a Support Specialist 1 - Chat & Email, you’ll be on the question-and-answer front lines, using your expert knowledge of our software to ensure our customers use WebPT’s product offerings to their full potential. That means learning WebPT products inside and out—and communicating your expertise in ways that cater to a variety of different learning styles. At WebPT, we like to hire the most talented team members, then give them the tools to do their jobs.

What You’ll Be Doing As A Part of Our Team

• Serve as the primary point of contact for all Members
• Provide exceptional customer service and maintain a CSAT score of 90 or above
• Answer inbound live chats and email as primary responsibility
• Respond to a variety of technical and non-technical inquiries as quickly and accurately as possible
• Stay in communication with each Member until you’ve resolved their issue while documenting the progress of the issue throughout
• Escalate issues to the next level of Support when appropriate
• Monitor and track support cases within Salesforce, WebPT’s help desk and customer relationship management (CRM) system
• Maintain key performance goals such as response time, resolution rate, and quality assurance
• Provide feedback on, utilize, and contribute to the knowledgebase to facilitate quicker issue resolution
• Organize and prioritize caseload to meet SLAs and identify tickets in need of escalation
• Adhere to all confidentiality and compliance regulations, including HIPAA
• Reliable and punctual in reporting for work and taking designated breaks

What You Should Have to Qualify

• Two years of experience in a fast-paced help center or customer service environment or combination of degree and experience
• Technical aptitude and proven ability to use web browser, web applications, and other forms of technology
• Critical thinking skills; this job requires the ability to troubleshoot a variety of issues
• Communicate effectively through written text
• Be passionate about quality customer service
• Exude confidence
• Ability to navigate multiple web applications simultaneously, and be proficient with online meeting software and web conferencing tools
• Be able to take chats and respond to cases with a sense of urgency and high level of accuracy
• Be organized, ahead of schedule, communicative, and accountable
• Be solution driven for positive outcomes

Ideally, You Would Also Have These

• Experience working is a SaaS environment or with a similar EMR platform
• Five years Customer Service experience
• Medical admin or billing experience
• Help desk, troubleshooting, or call center experience

Culture is at our Core

• 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 Más With Menos

About Us

Here, we work hard—but we have lots of fun doing it. We believe in equal opportunity for all, autonomy, trailblazing, and always doing right by our Members. Most importantly, though, we believe in empowering rehab therapy professionals to achieve greatness in practice. So, if you’re a can-do kinda person who loves to help Members win and enjoys working from just about anywhere—then you’ll fit right in. We’ve got big plans, but we can’t achieve them without you. Join us, and let’s achieve greatness.

#LI-Onsite