On this journey for over 12 years, Qventus is leading the transformation of healthcare. We enable hospitals to focus on what matters most: patient care. Our innovative solutions harness the power of machine learning, generative AI, and behavioral science to deliver exceptional outcomes and empower care teams to anticipate and resolve issues before they arise.
Our success in rapid scale across the globe is backed by some of the world's leading investors. At Qventus, you will have the opportunity to work with an exceptional, mission-driven team across the globe, and the ability to directly impact the lives of patients. We’re inspired to work with healthcare leaders on our founding vision and unlock world-class medicine through world-class operations.
As a Customer Support Associate, you aim to deliver a delightful member experience for our customers. You will be responsible for handling all inbound customer support inquiries, which includes management of ticket life-cycle, from initial triaging to providing effective and timely resolutions.
This role is integral to our client success team, focusing on addressing customer inquiries and maintaining the health of our deployments, ensuring our clients can effectively use our platform to improve hospital operations.
Key Responsibilities:
Handle inbound inquiries and issues from customers through various support channels (email, chat)
Become an expert on our product in order to provide accurate solutions for our customers
Devise creative solutions to problems and escalate critical support tickets to relevant development teams when appropriate
Resolve issues within agreed-upon service level agreements
Track tickets and pinpoint root causes to identify trends in client issues
Report support ticket trends to relevant teams and develop plan to address recurring pain points
Assess need for internal monitors to proactively identify product and data issues
Ensure ticketing management system automations are aligned with our internal and agreed upon policies
Develop, maintain, and own internal customer support troubleshooting knowledge base
Create and maintain in-app guides, messaging, and new feature alerts
Assist with customer onboarding and training
Conduct product office-hours for existing customers
Work alongside the solution implementation and support team and assist with initial data validation
What We’re Looking For:
A minimum of 1 year of customer support experience in a technical environment or equivalent experience
At least 1 year of experience working cross-functionally (sales, client success, R&D)
Experience managing ticket life-cycle via ticketing systems (e.g. Zendesk)--must understand the chain of command
Experience providing end-user onboarding and training support
Strong English communication skills, both written and verbal.
Experience working with Google suite
Must be able to accommodate working 8:00 AM - 3:00 PM ET
It’s a Plus if You Have…
Proactive approach in identifying and solving customer issues.
Ability to work independently in a remote setting.
Qventus is on a mission to take modern technologies and principles that have been proven in other industries — artificial intelligence, machine learning, behavioral science, and data science — and apply them to simplify healthcare operations. At Qventus, you will have the opportunity to work with an exceptional, mission-driven team, and the ability to directly impact the lives of patients. We’re inspired to work with healthcare leaders on our founding vision and unlock world-class medicine through world-class operations.
We believe that diversity, equity, inclusion, and belonging are fundamental to improving healthcare and society, and that’s why we’re building a company that leads the way. We hold ourselves accountable to using fair hiring processes that mitigate the negative impacts of unconscious bias. We also work to ensure that people from underrepresented groups play meaningful roles on both sides of the interview table. We are an equal-opportunity employer and give all qualified applicants consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Candidate information will be treated in accordance with our candidate privacy notice which can be found here: https://qventus.com/ccpa-privacy-notice/
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Candidates must be located in Mexico, Colombia, Argentina, Peru, Chile, Guatemala, Ecuador, Bolivia, Dominican Republic, Honduras, Paraguay, El Salvador, Costa Rica, Brazil or Uruguay.
Employment is contingent upon satisfactory completion of our pre-employment background investigation and drug test
