Customer Success Support Lead
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Job Description
Customer Success Support Lead supporting healthcare clients through technical assistance and documentation. Leading helpdesk initiatives and ensuring customer satisfaction.
Responsibilities:
- Develop strong knowledge of our Healthcare SaaS Solutions
- Serve as the first point of contact for customers seeking technical assistance
- Respond to all helpdesk and Knowledge Center support inquiries
- Diagnose customer issues with probing questions, reports, and cross-functional department collaboration
- Document customer interactions, details of inquiries, complaints, comments, actions taken, and resolutions in Jira
- Provide customer support via email, video meetings, or over the phone and walk customers through the resolution process and next steps
- Provide a timely first response and resolution of issues with accurate information for end users to meet contractual health plan SLAs
- Provide product report suggestions to support customer inquiries
- Provide information about QCSS products and services
- Lead the daily Help Desk Stand-Up Meeting
- Participate in maintaining and improving helpdesk standard operating procedures
Requirements:
- 3 - 5 years working for a SaaS company
- 3 - 5 years proven work experience as a Help Desk Associate/ Lead or other technical customer support role
- Detail oriented, self-starter with a desire to learn and take on new responsibilities
- An energetic, friendly, knowledgeable and optimistic attitude
- A strong work ethic and willingness to learn
- Excellent written and oral communication skills
- Proficiency in Jira, Microsoft Excel, PowerPoint, and Word
Benefits:
- Health insurance
- Professional development
- Remote work options
- Paid time off
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