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