Customer Support Specialist

Day to day

• Manage cases in the escalations queue during shifts ensuring timely resolution and SLA adherence
• Offer timely and accurate guidance to team members and other departments via Slack addressing inquiries and clarifying complex concepts
• Take ownership of daily tasks related to process status changes request processing mapping unread documents and special projects ensuring compliance and efficiency
• Collaborate with the team to review and enhance process content identifying gaps or inaccuracies and providing valuable suggestions for improvement
• Work efficiently and effectively to ensure customer inquiries are resolved fully and promptly
• Collaborate with customer support general operations product customer success and legal teams to address issues and improve processes
• Manage and maintain communication on multiple platforms to effectively solve issues for Clipboard Health’s partner facilities and professionals
• Stay updated on product updates to ensure actions are based on the most current organizational information