Qventus

Customer Support Associate in Qventus

FULL_TIME

  Remote (South America) | Junior | Full time | Customer Support

Gross salary $2500 - 3000 USD/month

427 applications
Last checked today
Apply now Quick apply
Requires applying in English
Coach Pro
Be the first to apply to the next job.

This job already got lots of applicants. Coach Pro gives you real-time alerts so you are the first to apply to the job you want.

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

Qualifications and requirements

  • 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

Desirable skills

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

Conditions

Wellness program Qventus offers or subsidies mental and/or physical health activities.
Flexible hours Flexible schedule and freedom for attending family needs or personal errands.
Company retreats Team-building activities outside the premises.
Computer provided Qventus provides a computer for your work.
Education stipend Qventus covers some educational expenses related to the position.
Conference stipend Qventus covers tickets and/or some expenses for conferences related to the position.
Vacation over legal Qventus gives you paid vacations over the legal minimum.
Parental leave over legal Qventus offers paid parental leave over the legal minimum.

Remote work policy

Locally remote only

Position is 100% remote, but candidates must reside in South America.

About Qventus

Customer Support Associate
Qventus •   Remote (South America)
Apply Quick apply
Requires applying in English