Customer Success Specialist - Hunt Valley Location

HUNT VALLEY, MARYLAND / CUSTOMER SUCCESS / FULL-TIME



Do you enjoy finding solutions to problems and being the person to someone who needs help? If yes this is the job for you.

Ideally, you enjoy customer interaction and like solving tough issues. You are smart and resourceful. You communicate issues to sales and engineers on a technical level yet still speak clearly and in an assuring voice to customers. You have a passion and see that drchrono is going to change medical records forever, fixing healthcare one doctor at a time and you are going to help make that happen. In this Tier 1 support role you will manage support emails and phone calls, log bugs in our bug tracking system, follow up on existing issues, provide customer insights and feedback to platform, sales, engineering, marketing, and others, and generally help drchrono provide the best medical records platform possible.

RESPONSIBILTIES

  • Provide amazing customer support
  • Resolve web based and phone requests via Zendesk (our CRM), community, phone, gotomeeting trainings and other tools
  • Be both support representative and consultant for a variety of subjects related to the drchrono platform, iPad, iPhone, desktop, mobile applications, and other tools
  • Talk to users about technical issues and troubleshoot in a way customers can understand
  • Utilize internal tracking tools to manage issues between customers, sales, support, and engineering
  • Respond professionally to urgent inbound phone calls
  • Identify and escalate priority issues
  • Monitor and control numerous concurrent tasks in tandem
  • Train old and new clients in all aspects of the drchrono platform

SKILLS/QUALIFICATIONS

  • You have 1+ years in a genuine customer facing, Internal support or customer service role 
  • You've demonstrated your ability to manage a high volume of clients at any given time
  • You can work independently and make quick decisions
  • You have experience managing priorities in a fast-paced environment
  • You have excellent time management, project management and organizational skills
  • You have a positive and proactive approach to handling tough situations
  • You posess patience, empathy and a unique ability to manage stress
  • You have exceptional listening skills, with attention to detail
  • You have a passion for troubleshooting issues 
  • You have excellent verbal and written communication skills
  • You are naturally compassionate and caring
  • You can mediate and de-escalateany customer problem
  • You are flexible, can work under pressure, and adapt to situations quickly
  • You are passionate about making healthcare better
  • You know how to work hard and have fun!

BONUS SKILLS

  • Knowledge/experience with measuring, improving customer satisfaction and loyalty.
  • Previously worked in a start-up environment.
  • Experience within technology space a plus
  • 1 year experience using SalesForce or other CRM.

ABOUT DRCHRONO

drchrono is a medical platform for doctors and patients. We are crafting only the best mobile healthcare experience, with a focus on iPad, iPhone, Apple Watch and web. The driving force of our efforts is in changing the way people engage and experience healthcare through electronic health records. We’re building some fascinating stuff. We are a Silicon Valley startup, working out of the chronoplex in Mountain View, CA and Hunt Valley, Maryland. Our focus is on building artistic, intricate, and useful products. You would be part of an entrepreneurial, sharp, capable and curious team. Since our inception, we have attracted over 100k physicians, 10 million patients. So far we’ve booked 20+ million patient appointments and processed 1.5 billion dollars in medical billing per year.

drchrono is ranked by INC 500 as one of the fastest growing private companies in America.

Silicon Valley Business Journal designated drchrono as one of the fastest growing private companies and was voted the #1 mobile Electronic Health Record 5 years in a row by Black Book Rankings.

OUR MISSION

We are always asking ourselves, how can we make physicians and patients life better through technology? Our team works on making healthcare better day by day.

  • What we do and look for in people we work with-
  • We don’t settle.
  • Passion, be inspired.
  • Develop entrepreneurs.
  • Put a dent in the universe through healthcare.

No global movement springs from individuals. It takes an entire team united behind something big.

Have questions? Checkout drchrono.com/careers and drchrono.com/tv.