Client Support Specialist
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Job Description
Client Support Specialist for BetterRX, a healthcare SaaS company connecting patient care teams. Handling hospice and pharmacy support, troubleshooting, training, and ePrescribing setup.
Responsibilities:
- Handle 20–40 inbound support calls daily and tickets from hospices and pharmacies
- Answer incoming support calls promptly with minimal calls going to voicemail
- Place outbound calls to check on new users, answer questions, and offer brief training sessions
- Assist physicians with ePrescribing setup
- Assist Client Success Managers with ad hoc client requests
- Assist the Sales team with hospice research and other projects
- Contribute FAQs and tutorials to the client-facing Knowledge Center
- Support the Head of Client Support and CX Team with meeting and exceeding team KPIs
- Provide exceptional customer service
- Work closely with clients and internal cross-functional teams to support client satisfaction, retention, and service excellence
Requirements:
- Prior experience in SaaS client support or as a Pharmacy Technician
- Proven success in troubleshooting and problem solving via phone
- Ability to build relationships with various personality types while remaining professional and calm with difficult or upset clients
- Self-driven and motivated to succeed and grow in a fast-paced, changing environment
- Excellent oral and written communication skills; able to explain difficult concepts in simple terms
- Resourceful and well organized to ensure meticulous follow-up
- Quick learner in software environments
- Proficient with MS Office (Word, Excel, PowerPoint)
- Ability to work 100% remote in a quiet home office with reliable, high-speed Internet access
- Ability to work Monday–Friday, a 9-hour shift between 8am–8pm Eastern Time, with a 1-hour lunch
- Training schedule during the first month: Monday–Friday, 9am–6pm Eastern Time
- Ability to work rotating weekends as needed
- Ability to work holidays as needed
- Ability to work on-call shifts when needed
- Pharmacy Technician license preferred but not required
Benefits:
- 100% Remote Environment
- Medical, Dental, Vision, Accidental
- Company paid: Short Term Disability, Long Term Disability and Life Insurance
- 401k Match after 1 year of tenure (4%)
- 3 weeks of PTO
- 15 Holiday’s Paid Holidays
- 5 Wellness Days
- Ability to travel for internal company retreats (twice annually)
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