Job Description

Job Description

Overview

PracticeSuite is a US based, fast growing cloud computing software company that provides a cloud based 360&degreeOffice Platform to healthcare facilities. PracticeSuite is growing rapidly and is being recognized as one of the 5 top cloud-based system within Healthcare.

Our mission is to help healthcare professionals practice profitably by providing an affordable cloud-based practice management platform, revenue cycle management services, and enabling relationship care.

The Software Support Representative is a significant driver of PracticeSuite retention revenue and growth. As a team member of this department, you are an integral part of keeping our clients happy and remaining loyal to our products with clear communication and transparent accountability. This organization’s primary objective is to significantly expand the lifetime of the client engagement, watching and helping our clients succeed.

Role & Responsibilities

• A very enthusiastic, high-level communicator focused on client success and support
• Initial point of contact for escalated support issues identified by client or internal support staff with targeted attention to at risk clients
• Engage with clients on post sale to ensure the client has a voice in the company for any issues related to onboarding, implementation, training and other going issues that may arise from time-to-time,
• Be a forward thinker, engage with clients in a proactive way to build trust and relationship and be their voice inside the company.
• Think of ways to automate and improve overall customer experience from customer success and CAP standpoints.
• Conduct immediate resolution client calls or web-based meetings that do not require additional escalation or assistance from senior management
• Effectively communicating customer support issues that are not immediately resolved to the senior team manager for furthered resolution
• Engage with in reconciling client software utilization and pricing discrepancies.
• Work closely with pricing committee, customer support, onboarding and implementation team.
• Manage renewals, upsells and add-ons with clients.
• Monitor client satisfaction through targeted follow up on solving client issues and problems.
• Follow established protocol to continue the Customer Support mission of building a professional relationship where the customer can express their concerns and/or dislikes in a safe environment wherein you will then effectively communicate with senior team manager.
• Maintain and report analytical data through establish protocol for review by senior team manager to identify trends for proactive and reactive support updates
• Encourage a collaborative environment with fellow team members and other members of the organization to ensure effective, clear, and efficient communication to decrease time utilized in issue resolution
• Adhere to compliance policies and processes for our clients

Qualifications

• At least 1 to 3 years of prior experience working in Healthcare technology.
• Experience working in a SaaS company in a customer service setting is a plus.
• Strong customer service orientation.
• Strong client-facing and communication skills
• Troubleshooting and multi-tasking skills
• Experience following processes for customer success
• Strong customer service orientation
• You’re persuasive and have good negotiation and presentation skills.
• Strong Microsoft Office Knowledge

Who We Are

PracticeSuite is a national, fast-growing cloud computing software company based in Tampa, FL that provides a cloud-based 360&degreeOffice Platform to healthcare facilities. PracticeSuite has an agile management team, high employee morale, and high customer satisfaction and retention. PracticeSuite is growing rapidly and is being recognized as one of the 5 top cloud-based systems within healthcare.

Please visit our website to learn more about us, at www.practicesuite.com

PracticeSuite, Inc is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. PracticeSuite, Inc also complies with all applicable national, state and local laws governing nondiscrimination in employment.