VideaHealth · 5 hours ago
User Support Specialist
Boston, MA
Full-time
Remote
Entry, Mid Level
2+ years exp
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Responsibilities
Provide tier 1 and tier 2 customer support
Provide technical assistance and assist with navigation of the company's platform
Communicate via telephone, live chat, SMS and email to address user inquiries
Triage ticket queue for feature requests and bugs, and escalate when necessary to the appropriate stakeholders
Answer client questions or concerns in a timely, informative, and professional manner
Day-to-day ticket management
Manage and deliver according to client SLA response times
Run analyses on support queue response performance and trends to drive process improvement initiatives
Write and modify user support documentation
Collaborate with both Product and Engineering to ensure all reported client bugs or installation related issues are resolved
Ensure that feedback of service issues reaches the appropriate personnel for effective problem resolution
Maintain technical familiarity with all VideaHealth products by partnering with Product and Engineering for user support knowledge library updates
Collaborate with the CS team on customer clinical and technical deliverables
Qualification
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Required
2+ years of demonstrated SaaS experience supporting end users while providing excellent customer service and enjoy serving others.
Ability to quickly become a product expert
Start-up experience and understanding the unique experience and expectations it entails
Highly organized, detail oriented, able to multitask, and easily adapts and responds to change
Methodical analytical troubleshooting capabilities with the ability to stay calm under pressure
Excellent documentation skills with an eye for details and accuracy
Strong work ethic and ability to work in a dynamic work environment
Expert communication, self-motivated, able to work alone and be a team player
Demonstrated experience in troubleshooting technical and end user issues
Familiarity with CRM and ticketing systems
Experience writing SQL queries and reviewing system logs
Customer Obsession – everything starts and ends with the customer
Bias to Action – we move fast, really fast
Extreme Ownership – we get things done, no matter what
Growth Mindset – we seek comfort in learning, not in knowing
One Team – we win and lose together
Preferred
Experience in the dental field is a plus
Company
VideaHealth
VideaHealth is offers dentistAI’s software automatically detects pathologies in dental imaging, helping dentists avoid missing diseases.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$26.5MKey Investors
Spark CapitalZetta Venture Partners
2022-03-31Series A· $20M
2020-01-01Seed
2019-09-26Seed· $5.4M
Leadership Team
David Edelman
Executive Marketing Advisor
Recent News
The Business Journals
2024-05-05
Company data provided by crunchbase
