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Customer Support Specialist 🔥


Description: The Customer Support Specialist will work with the MedBill team, representing Medbill to the users of Medbill applications, be it internal users or external customers.
The* Customer Support Specialist* will engage customers to train customers on usage and processes, resolve software or process problems, while also collaborating with the software development team for escalations and resolutions.
Main Job Tasks and Responsibilities - The Customer Support Specialist will be trained in DME and billing practices with Medbill training documentation and videos, while also hands on billing with Medbill key personnel.
Supporting the development team through bug documentation and recreating problems - Help the Customer Support Manager to develop customer support processes that would be followed to ensure customers have timely resolution to their problems - Follow customer support best practices including use of ticketing system for tracking and resolving customer issues.

Description:

The Customer Support Specialist will work with the MedBill team, representing Medbill to the users of Medbill applications, be it internal users or external customers. The* Customer Support Specialist* will engage customers to train customers on usage and processes, resolve software or process problems, while also collaborating with the software development team for escalations and resolutions.
Main Job Tasks and Responsibilities

  • The Customer Support Specialist will be trained in DME and billing practices with Medbill training documentation and videos, while also hands on billing with Medbill key personnel.
  • Supporting the development team through bug documentation and recreating problems
  • Help the Customer Support Manager to develop customer support processes that would be followed to ensure customers have timely resolution to their problems
  • Follow customer support best practices including use of ticketing system for tracking and resolving customer issues.
  • Providing introductory information, feature training and documentation on Medbill applications to new customers
  • Following up with customers and ensure that they are satisfied with the software and/or resolutions
  • Letting customers or clients know about additional features and functionality or processes that the software will support as they are released
  • Determining the quickest, most effective ways to answer a client’s or customer’s questions
  • Escalating queries and concerns to the Customer Support Manager and Software Development Team
  • Troubleshooting common issues with TrueSight and Medbill applications
  • Help on-board new customers to use TrueSight and Medbill applications to satisfy their billing needs
  • Associates Degree or higher education in a relevant field
  • 2+ years customer support, technical writing, or other experience with software development
  • Experience and knowledge of DME and medical billing preferred
  • Excellent problem solving and root cause analysis skills
  • Experience with ticketing systems Bamboo, Git, JIRA or other CI tools and processes is a plus
  • Ability to use and query relational database management systems / T-SQL / PostgreSQL is a plus
  • Experience with web site generators or scripting languages for online manual updates is a plus
  • Excellent verbal and written communications skills, able to explain complex issues in useful ways
  • Sharp analytical and problem-solving skills
  • Ability to digest imprecise problem descriptions and decipher root cause
  • Excel at multi-tasking and time management
  • Ability to communicate topics to people without a technical background
  • A constant desire to grow, learn and explore new things

Salary Range: 40K to 50K
Remote

Job Type: Full-time

Pay: $40,000.00 - $50,000.00 per year

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