RxVantage
SaaS
CustomerSupportSpecialist
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Support Specialist at RxVantage. Skills: Customer Support, Technical Support, Troubleshooting. Respond to customer inquiries via phone, email, chat in a timely and professional manner.. Monitor our admin database to help troubleshoot issues for customers”
What You'll Achieve.
Meet or exceed established KPI’s such as response SLA’s, resolution SLA’s, CSAT, Case Quality, etc.; maximize customer satisfaction
Industry & Context.
troubleshoot; diagnose; resolve customer issues; problem-solving skills
What They're Looking For.
Must Have
2+ years of experience in customer or technical support, troubleshooting skills, technical aptitude, work ethic, relentless attention to detail, Excellent written and verbal communication skills, Desire to learn, receptive to feedback, Empathetic with a customer first mindset
Nice to Have
Experience working with case management or CRM platforms, Salesforce is a plus!
What You'll Do.
Respond to customer inquiries via phone
chat in a timely and professional manner.
Monitor our admin database to help troubleshoot issues for customers
Accurately log all customer interactions (Issue
troubleshooting steps and resolution) in Salesforce to ensure all necessary data is documented
Direct and escalate complex issues to appropriate company personnel
Follow-up with customers to ensure issues are resolved and satisfaction is achieved
Stay current on product releases and known issues to ensure we accurately support and educate customers
Contribute to and maintain internal and customer facing knowledge base
Provide input to develop and refine customer support systems and processes
Adhere to attendance and schedule expectations
How You'll Work.
Team & Collaboration
Work cross functionally to resolve customer issues
Communication Scope
Excellent written and verbal communication skills
Full Job Description
Position Overview: The Customer Support Specialist will assist RxVantage in transforming how medical practices engage with life science resources to improve patient care. Trusted by more than 12,000 medical practices and all major life science companies, RxVantage has powered over 6 million educational exchanges between healthcare teams and life science companies. As a Customer Support Specialist you will be a subject matter expert in RxVantage solutions, becoming proficient with all aspects of the application’s functionality in order to analyze, troubleshoot, diagnose and resolve customer issues. The position provides world class solutions-oriented technical support with a strong focus on customer service that is designed to maximize customer satisfaction You’ll be responsible for: Respond to customer inquiries via phone, email, chat in a timely and professional manner. Monitor our admin database to help troubleshoot issues for customers Accurately log all customer interactions (Issue, troubleshooting steps and resolution) in Salesforce to ensure all necessary data is documented Direct and escalate complex issues to appropriate company personnel Follow-up with customers to ensure issues are resolved and satisfaction is achieved Meet or exceed established KPI’s such as response SLA’s, resolution SLA’s, CSAT, Case Quality, etc. Stay current on product releases and known issues to ensure we accurately support and educate customers Work cross functionally to resolve customer issues Contribute to and maintain internal and customer facing knowledge base Provide input to develop and refine customer support systems and processes Adhere to attendance and schedule expectations Other duties and responsibilities as assigned The ideal candidate: 2+ years of experience in customer or technical support Experience working with case management or CRM platforms, Salesforce is a plus! Bachelor's Degree or equivalent work experience Strong troubleshooting skills and technical aptitude
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