Support Specialist

Responsibilities

• Address basic customer questions about our company and platform’s features
• Provide accurate and thoughtful information to all inbound customer questions by solving them directly via phone, chat, and/or email meeting SLA targets and following all security and compliance requirements
• Transfer customer calls and/or chats to other appropriate Customer Success team members for email follow-up when necessary
• 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
• 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
• 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

Requirements

• Bachelor’s degree from an accredited college or university
• Demonstrated ability to self-manage towards a set of defined goals & prioritize among many different tasks
• 2 to 3 years in a customer support or service industry role, serving a diverse and professional customer base
• 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)

Nice-to-Haves

• Highly empathetic, patient, and really love helping people
• Excellent written and verbal communication skills, with an emphasis on a casual, friendly, and conversational tone
• Self-managing and self-motivating, can organize in a multitasking environment, and can adjust priorities as needed
• Past experience working with Zendesk or in SAAS companies

Compensation & Benefits

• Medical, dental, vision, life & disability insurance
• 401(k) plan with company match
• 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)