Job Opening

Client Support Specialist- Keet

Role Summary

The Client Support Specialist is a key player on a team focused on delivering exceptional customer service to our clients and patients that use the Keet platform.  Tasked primarily with supporting clients and patients in their use of the system, initiating proactive measures that result in decreased case volume and resolution time, and providing feedback and support to Engineers and Developers, they are the ultimate team player. As a Customer Support Consultant, you’ll play a key role in maintaining the customer relationship.

The Client Support Specialist ensures successful customer and patient onboarding, system adoption and ongoing usage. The Customer Support Consultant is focused on engaging directly with our customers and their patients to understand their needs, guiding them in successful use of the software and advocating for process and product enhancements that improve the overall user experience.

Essential Responsibilities

  • Provide well-thought out and reliable direction, both in technical and non-technical terms, to help clients and patients maximize their use of the Keet platform
  • Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
  • Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution. Drives other teams as needed.
  • Collect information and document bugs with Engineering for product issues that are impacting customers and reproduce customer cases for detailed troubleshooting and analysis.
  • File enhancement requests and work with product management to translate business needs to product requirements
  • Advocate on behalf of the customer and collaborate with internal teams to identify Customer experience, service, product and process improvements that enhance and support Keet’s value proposition and customer engagement.
  • Create process or troubleshooting documentation in the support knowledge base.

OUR CORE VALUES*

  • Collaboration: We’re continuously learning how to work together, better.
  • Heart: We’ve got it, and we’re not afraid to show it.
  • Innovation: We are lifelong learners.
  • Service: We’re here to serve.
  • Humility: We’re humans, and we come from dirt.*We love and strive to embody our core values daily, and we’ll expect you to do the same.

 

Knowledge, Skills and Abilities

  • Must be a role model of Keet’s Core Values: Collaboration, Heart, Innovation, Service, and Humility.
  • Keen problem-solving skills, able to gather data and identify root issues.
  • Ability to learn new technologies quickly.
  • Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person.)
  • Ability to remain calm, composed and articulate when dealing with tough customer situations.
  • Exceptional level of ownership, dependability, and accountability.
  • Possesses a hunger for knowledge – always wants to learn more and do better
  • Active listener, always looking to establish a strong working relationship with the customer while working toward resolution.
  • Collaborates easily across teams or disciplines to solve problems

Education and Experience

  • Bachelor’s degree or technical college required.
  • 2 years previous experience in healthcare operations to have obtained a deep knowledge of medical terminology and provider organizations.
  • Previous experience working in and around provider EHR software with a high preference to experience with patient engagement software.
  • Previous experience in healthcare account management, SAAS software support, customer service is preferred.

PERKS

(We’ve got them).

Keet offers a competitive benefits package with fully-paid medical benefits, company hosted lunches, happy hours, and special events.

We have a flexible work from home policy dependent upon productivity and ability to communicate effectively. Oh, and we have snacks. Our office is located in downtown Austin, TX on 6th street in the heart of Austin weirdness.

WORK ENVIRONMENT

This position is performed primarily in an office environment. Significant portions of the job require extended sedentary periods, constant work with computers (including extended periods of keyboarding), telephones, and repetitive motion of hands and wrists. Keet is an equal opportunity employer.

APPLY NOW