Tier 2 Support Specialist (East Coast)

The Company

Cerbo is a high-growth healthcare SaaS company, doing our part in the medical market to support holistic lifestyles and personalized medicine. Our software – Cerbo EHR – is a cloud-based electronic health records (EHR) and patient portal software system. Healthcare offices across the country – and some around the world – use Cerbo for most everything they do in their day-to-day operations. Cerbo originally started as a developer’s nights-and-weekends project. And has grown into one of the leading EHR systems for functional or “root cause” medicine and membership- or cash-based clinics. Because of our unique origins, we often approach things a bit differently. That is, success for us is not just about the bottom line. It’s more about providing a great product, operating with integrity, and supporting our clients and our team. During the past four years our team has grown, and thousands of practitioners and patients use our product. To this end, we’re looking for a Tier 2 Support Specialist to join our growing team.

What You’ll Do

Our software does many different things: accounting and billing; capturing, storing, and tracking medical information; integrating with laboratories; allowing co-management of records with patients via the Patient Portal; appointment scheduling and task management; etc.

This person will provide customer support directly to the users of our software and their patients, via phone and our ticketing system. This position requires working East Coast hours. Specifically, you will:

• Providing customer support via phone, email, and our ticketing system (Freshdesk). This will involve a regular workday schedule, with an occasional rotating weekend support shift.
• Resolve, triage, or escalate support issues as appropriate
• Conduct screen-sharing calls to troubleshoot issues or answer questions
• Create and/or update customer facing training materials as needed
• Provide customer training, education, and process improvement where applicable
• Continuously learn and become proficient with our software and understand the appropriate workflows to help assist with customer workflow and how-to related questions
• Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding, ensuring timely resolution, business impact evaluation and communicating the status to the end user promptly

The job requires excellent interpersonal skills, patience, and the ability to quickly gain proficiency with a complex EHR. The ideal candidate would also have customer service experience, experience in a healthcare setting and an aptitude for utilizing Freshdesk is a plus.

Primary Responsibilities

• Seek out opportunities for process improvements internally
• Work closely cross-functionally to resolve workflow process-related questions.
• Proactively identify customer needs, challenges and manage expectations
• Develop and maintain software expertise in assigned areas of the product functionality and utilize that expertise effectively and efficiently to help customers
• Resolve Tier 2 tickets related to workflows, training and general questions pertaining to the functionality and best practices of the software. 

What You’ll Bring

• Solution-oriented; passion for creative problem solving, comfortable tackling new and undefined problem spaces with minimal guidance
• Proven ability to thrive in a constantly changing environment with new challenges
• Be comfortable with ambiguity; startup/growth environment experience preferred
• Ability to understand, synthesize, and translate between complex business problems and technical concepts
• Customer focus and integrity
• Exceptional written and oral communication skills that display professionalism
• Detail-oriented and adopt a process-oriented mindset
• Ability to react to changing situations or diffusing customer frustration in a timely, calm, and confident manner

Compensation & Benefits

• Competitive compensation based on experience
• Comprehensive health, dental and vision benefits
• 401(k) plan with matching company contribution
• Short-term disability & long-term disability insurance
• Paid Time Off policy and company holidays
• Full suite of remote working tools and processes

Location: 100% Remote

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.