Qventus is a real-time decision making platform for hospital operations. Our mission is to simplify how healthcare operates, so that hospitals and caregivers can focus on delivering the best possible care to patients. We use artificial intelligence and machine learning to create products that help nurses, doctors, and hospital staff anticipate issues and make operational decisions proactively.
About the Role:
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.
About the Key Responsibilities:
- 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
About What We’re Looking For:
- 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
It’s a Plus if You Have…
- Proactive approach in identifying and solving customer issues.
- Ability to work independently in a remote setting.
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.
We believe that diversity, equity, inclusion, and belonging are fundamental to improving healthcare and society, and that’s why we’re building a company that leads the way. We hold ourselves accountable to using fair hiring processes that mitigate the negative impacts of unconscious bias. We also work to ensure that people from underrepresented groups play meaningful roles on both sides of the interview table. We are an equal-opportunity employer and give all qualified applicants consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.