Support Specialist
Company: SUMMIT PARTNERS
Location: Santa Monica
Posted on: March 10, 2023
Job Description:
Career - - Support Specialist Simple Practice Santa Monica, CA,
US -/ -Remote Applyfor this job
- Job Type: Full-Time
- Function: Technical/Customer Support
- Industry: Software
- Post Date: 02/09/2023
- Website: www.simplepractice.com
- Company Address: 2834 Colorado Ave, 200, Santa Monica,
California 90404, US
- Salary Range: $50,000 -- -$150,000 About Simple
PracticePractice management made simple - the complete platform for
health and wellness professionals in private practice. Job
Description At SimplePractice, our team is dedicated to improving
the health and wellness industry by building a suite of innovative
solutions for practitioners and their clients. Our product supports
practitioners on their clinical journey to becoming licensed, helps
them manage their business and practice once they're up and
running, and enables new clients to discover and interact with
practitioners. Taking a practitioner-first approach in everything
we do makes it possible for health and wellness practitioners to
devote more time to their clients while they use SimplePractice to
start, grow, and maintain a successful private practice. The Role
SimplePractice is seeking a friendly, eager-to-learn Support
Specialist to join our Customer Success team. - SimplePractice is
built for our customers, and supporting their success is our top
priority. We strive to provide unparalleled support and encourage
our customers to always let us know how we can improve our
products. - In this role, you'll use your passion for collaboration
and technology to provide our customers with a world-class
experience. You would act as the front line of communication with
our customers, serving inbound phone calls as well as assisting
customers via chat and email. This role will give you the
opportunity to provide tangible value and support to our growing
community. This is a full-time hourly (non-exempt) position, with
overtime available during peak seasons. We're looking for
individuals that can also offer non-traditional business hours
availability, including weekends and evening hours, to help us
manage our response time goals throughout the entire week. -
Responsibilities
- Address basic customer questions about our company and
platform's features
- Using critical thinking, professionally provide accurate and
thoughtful information to all inbound customer questions by either
solving them directly via phone, chat, and/or email meeting SLA
targets and following all security and compliance requirements
- When necessary, transfer customer calls and/or chats to other
appropriate Customer Success team members for email follow-up
- Schedule live customer screen-sharing sessions and initiate
outbound phone calls as needed
- Identify patterns in incoming calls and chats and keep an eye
out for potential issues
- Escalate product issues to our Technical Support
Specialists
- Contribute to achieving ambitious revenue goals
- Implement strategies to directly impact trial-to-paid
conversions and customer retention
- Identify and maximize opportunities for potential upsales and
paid add-on feature adoption
- Help identify potential product enhancements, including for
paid add-on features like Telehealth
- Maintain alignment with the larger Customer Success team and
other internal stakeholders
- Identify and report knowledge gaps and work to get them added
to our knowledge systems
- Work with other SimplePractice teams to handle customer
inquiries when inter-department collaboration is needed Desired
Skills & Experience
- Excellent communication, problem solving, and phone skills
- Comfortable working directly with customers in urgent and
sensitive scenarios
- A sense of urgency to complete work efficiently and
accurately
- Comfortable with ambiguity to determine the best solution for
our customers -
- Comfortable with simultaneously managing and troubleshooting a
large number of computer-based programs, applications, and toolsets
to perform job duties (e.g., Slack, Asana, Zendesk, Google
Workspace) Bonus Points
- You're highly empathetic, patient, and really love helping
people
- You have excellent written and verbal communication skills,
with an emphasis on a casual, friendly, and conversational
tone
- You're self-managing and self-motivating, can organize in a
multitasking environment, and can adjust priorities as needed
- A plus if you have past experience working with Zendesk or in
SAAS companies Benefits We offer a competitive benefits program
including:
- Medical, dental, vision, life & disability insurance
- 401(k) plan with company match & employee stock purchase plan
(ESPP)
- Flexible Time Off (FTO), wellbeing days, paid holidays, and
summer Fridays
- Mental health resources
- Paid parental leave & Backup Care
- Tuition reimbursement
- Employee Resource Groups (ERGs) California Job Applicant
Privacy Notice Thank you for your interest in opportunities at
SimplePractice LLC ("SimplePractice" or "us" or "we" or "our").
Please note that when you submit your resume or application
materials to us for employment purposes, you are subject to the
-SimplePractice California Job Applicant Privacy Notice . - For
more information about our privacy practices, please contact us at
-privacy@simplepractice.com .
Keywords: SUMMIT PARTNERS, Santa Monica , Support Specialist, Other , Santa Monica, California
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