About the Opportunity

Our Client Support team provides Level 1 & 2 technical, operational support, and change management support to existing, expanding, new, and potential clients who work with Cleerly. This team is responsible for triaging incoming cases, issue resolution, and change requests for our product. This is a remote role but you must be able to work Saturday & Sunday, ET hours. 

In this role you would be a Client Support Specialist triaging and investigating customer service problems and interfacing between our Implementation, Sales, Client Success, Technology, Medical Affairs, Operations and Marketing teams to solve and prioritize minor to critical issues. The person in this role supports clients using Salesforce, ticketing tools and applies their critical thinking skills in collaboration with leadership in building a case and raising awareness on high-impact problems to ensure quick resolution. Additionally, you will process, and send requests for customer payments, track outreach, and work cross departmentally to ensure patients Cleerly results are sent to and from Cleerly. 

The Client Support Specialist will report to the Client Services leadership and must be able to partner well with other internal teams. One team, One dream. The successful candidate will have excellent critical thinking, technical, and communication skills, as well as proven experience working independently and prioritizing tasks. As business needs evolve, this role demonstrates flexibility by rapidly learning new issue types, systems and tools.

Responsibilities:

• Must be available to work 8AM-12:30PM EST Saturday & Sunday
• Triage and troubleshoot problems and identify issues requiring Product, Quality, or Engineering attention, while also addressing user error or unexpected behavior
• Process user changes within the software system 
• Stay current on product updates, changes, and tests that could affect front line teams, working closely with other team members to ensure internal knowledge is kept current.
• Scheduling CCTA (coronary CT angiogram) appointments with imaging centers nationwide; ability to navigate imaging centers and providers that Cleerly may not have a prior relationship with
• Collecting payment from patients using a third party payment platform
• Manage workflows and time commitments for quick and thorough resolution
• Support evolving business needs and volume by acquiring targeted expertise across multiple product types and tools
• Manage ticketed complaints in accordance with Regulatory policies

Requirements:

• 2+ years of experience working in fast-paced, data-focused, and investigative environment
• Triage for complaints and surface through internal workflow with Medical Science Liaison and Regulatory and Quality teams
• Experience designing workflows and processes
• 2+ years’ experience with Salesforce or other CRM Ticketing systems
• Proven critical thinking skills
• Ability to manage open cases concurrently and maintain follow-up until resolution
• Demonstrated ability to gather and quantify evidence needed to fully investigate and solve reported issues
• Ability to distinguish product issues, quality risks,  and user error root causes
• Excellent verbal/written communication skills, with the ability to explain technical concepts in a simple way to non-technical audiences
  
  Salary Range 

$30 per hour, 16-20 hours per week