Customer Support Associate in Qventus

Qventus is on a mission to take modern technologies and principles that have been proven in other industries — artificial intelligence, machine learning, behavioral science, and data science — and apply them to simplify healthcare operations. At Qventus, you will have the opportunity to work with an exceptional, mission-driven team, and the ability to directly impact the lives of patients. We’re inspired to work with healthcare leaders on our founding vision and unlock world-class medicine through world-class operations.

Are you the next Qventoid? We’re looking for a resourceful, empathetic Customer Support Associate to deliver an exceptional member experience. This role is integral to our client success team, focusing on addressing customer inquiries and maintaining the health of our deployments, ensuring our clients can effectively use our platform to improve hospital operations..

As the Customer Support Associate, you aim to deliver a delightful member experience for our customers. You will be responsible for handling all inbound customer support inquiries, which includes management of ticket life-cycle, from initial triaging to providing effective and timely resolutions.

Job functions

• Handle inbound inquiries and issues from customers through various support channels (email, chat)
• Become an expert on our product in order to provide accurate solutions for our customers
• Devise creative solutions to problems and escalate critical support tickets to relevant development teams when appropriate
• Resolve issues within agreed-upon service level agreements
• Track tickets and pinpoint root causes to identify trends in client issues
• Report support ticket trends to relevant teams and develop plan to address recurring pain points
• Assess need for internal monitors to proactively identify product and data issues
• Ensure ticketing management system automations are aligned with our internal and agreed upon policies
• Develop, maintain, and own internal customer support troubleshooting knowledge base
• Create and maintain in-app guides, messaging, and new feature alerts
• Assist with customer onboarding and training
• Conduct product office-hours for existing customers
• Work alongside the solution implementation and support team and assist with initial data validation

• A minimum of 1 year of customer support experience in a technical environment or equivalent experience
• At least 1 year of experience working cross-functionally (sales, client success, R&D)
• Experience managing ticket life-cycle via ticketing systems (e.g. Zendesk)--must understand the chain of command
• Experience providing end-user onboarding and training support
• Strong English communication skills, both written and verbal.
• Experience working with Google suite
• Must be able to accommodate working 8:00 AM - 3:00 PM ET

• Proactive approach in identifying and solving customer issues.
• Ability to work independently in a remote setting.