Customer Support Specialist
Employee
–
06/11/24
Customer Support Specialist
Location: TX-Remote; TX-Austin
Job Description:
(This is a remote role)
Breakthrough is the leading patient demand platform for conservative care practices looking for consistent, predictable revenue growth. Every month, the platform generates over $5M in patient revenue for practices Nationwide.
Breakthrough offers an all-in-one patient demand platform and is so confident in their solution – they guarantee results.
Our people are the heart and soul of our success. We are passionate, dedicated, and driven. Our teammates have the grit to get things done in ambiguous environments, the teamwork drive to put the team ahead of self, and the desire to continue to learn and grow throughout their careers.
If you are passionate about helping people get back to health naturally, and you love to work for a driven company, we want to talk to you!
Job Summary
The Customer Support Specialist is responsible for day-to-day queue management consisting of routing incoming support tickets, diagnosing Customer requests, identifying trends, and reporting on ticket metrics to drive continuous improvement. The position reports to the Head of Customer Success.
Responsibilities
Serve as point of contact for customers for questions and issues related to product performance, product functionality, billing questions, etc.
Appropriately triage, categorize, & organize tickets based on issue type and urgency to the right internal resource
Escalate tickets as needed within the organization
Collaborate with other team members such as Customer Success & Product to provide comprehensive & timely solutions to customer issues
Monitor real-time volume, identify trends, and create reporting to improve resolution time, reduce handoffs, and increase customer satisfaction
Resolve issues within the required SLA
Maintain a thorough understanding and knowledge of the platform and services
Maintain our Customer Help Center documentation & organization
Experience
High school diploma or equivalent; a degree in a relevant field is a plus
1-3 years in a customer support or similar role, preferably in a technology or SaaS company
Skills
Strong verbal and written communication with the ability to explain technical information clearly & concisely
Ability to demonstrate empathy & professionalism
Exceptional organizational skills, with the ability to handle multiple tasks simultaneously and prioritize effectively
Motivated self starter with strong problem-solving skills with an ability to think outside the box
Able to flourish in a high growth environment where change is constant
Actively pursues a customer-first approach with the capacity to understand customer needs & provide appropriate solutions
Proficient in Salesforce, Freshdesk, Asana, and other cloud-based tools
Basic understanding of Facebook, Instagram and other social media platforms
Why Breakthrough
You will be part of a transformative company. Our mission is to help people in pain get back to normal naturally (instead of overusing pharmaceuticals or getting unnecessary surgery).
Other Awesome Benefits About This Opportunity
Completely virtual. We don’t have an office (and never have). We care about your results and impact on the business and want our team to live and work wherever they want.
We have an amazing team of incredibly driven people who are constantly learning, growing, and encouraging one another.
Amazing benefits, including healthcare, matching 401K, and shares in our employee stock ownership trust.
Work life balance environment – we care that you are personally and professionally taken care of.
Our Values = Your Values:
Elevate Others
Be Real
Beginners’ Mind
Own The Results
Do Shit That Makes A Massive Difference
Seeks to Understand the Customer First
Salary Range $50-$60 DOE