Support Specialist 1 - WebPT : Job Details

** Support Specialist 1**

**Job Category****:** Support **Requisition Number****:** SUPPO003112 Showing 1 location **Job Details**

**Description**

As a Support Specialist 1, youll be on the question-and-answer front lines, using your expert knowledge of our software to ensure our customers use WebPTs product offerings to their full potential. That means learning WebPT products inside and outand communicating your expertise in ways that cater to a variety of different learning styles. This role requires creativity and flexibility. At WebPT, we like to hire the most talented team members, then give them the tools to do their jobs.

**Responsibilities**

* Serve as the primary point of contact for all Members

* Answer inbound phone calls as primary responsibility, return calls, and follow up on emails

* Respond to a variety of technical and non-technical inquiries as quickly and accurately as possible

* Stay in communication with each Member until youve 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, WebPTs help desk and customer relationship management (CRM) system

* 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

**Abilities and Knowledge**

* Communicate effectively over the phone and via email

* 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 juggle many technical and administrative tasks, all with a sense of urgency, simultaneously and accurately

* Be organized, ahead of schedule, communicative, and accountable

* Be solution driven for positive outcomes

**Education and Experience**

*Required:*

* Two years of experience in a fast-paced call 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

*Preferred:*

* 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

**Attendance**

Being punctual, reliable and consistent is key to WebPTs success. To function at a high level, you are expected to be reliable and adhere to your work schedule as designated by your leader.

**Working Conditions**

WebPT will make reasonable accommodations to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee will not be exposed to weather conditions, and the noise level is usually moderate.

**Work Environment**

Remote positions require a HIPAA compliant environment. Your work environment must be accessible to a consistent and adequate internet connection per WebPT guidelines. A controlled and dedicated work space will be necessary to be successful.

**Physical Requirements**

WebPT will make reasonable accommodations to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may occasionally need to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; or taste or smell. The employee must occasionally lift and/or move up to 25 pounds. This job requires specific vision abilities, including close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

**EEO Statement**

WebPT, Inc. provides equal opportunity for all applicants without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, genetic information, marital status, sexual orientation, veteran status, or any other basis protected by state or federal law.

**Qualifications**

**Skills**

**Required**

**Customer Service** *Intermediate* **Call Center** *Intermediate* **Behaviors**

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**Motivations**

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**Education**

**Experience**

**Required**

**2 years:** Experience in a fast-paced call center or customer service environment or combination of degree and experience

**Licenses & Certifications**