Customer Support Associate

Job Description

At Voluware, we are passionate about software as a SERVICE. Our customers love us and send us thank you cards. We are unconventional engineers. We are committed not only to improving but transforming healthcare. 

If you want to board a rocketship, work hard, play hard, and have more awesome opportunities for your career, then we want to hear from you. 

Voluware’s VALER® is a cloud-based application automating health care revenue operations and providing connectivity solutions among health care insurers and providers.  

Voluware is looking for a talented support associate who will enjoy directly interfacing with customers and channeling their creative energies to solve real world problems. 

Responsibilities:  

•  Serve as primary point of contact for Support Tickets 

• Collaborate with Engineering, Customer Success, and Customers  

• Remain current on all department communications and knowledge of policies, procedures, and changes 

• Respond to customers by email  

• Log into Customer Instance to resolve any customer tickets that do not require an Engineer 

• Responsible for assisting with obtaining portal credentials 

• Attend meetings related to portal credentials  

• Maintain up to date records in Dashlane 

• Provide an exceptional customer experience in an efficient, courteous, professional manner 

• Track resolution progress and give status updates to customers as needed 

• Apply company policy and procedures to resolve customer issues 

• Log and classify all emails and request for assistance in the email tracking software 

• Provide timely and accurate feedback to customers 

• Other tasks as needed 

What Success Looks Like: 

• In your first 30 days, you will understand current process/workflow for support, know high level customer info and key contacts, and take over first on support logging tickets and responding to clients 

• In your first 60 days, you will begin to resolve non-engineering tickets on your own, demonstrate ability to work effectively to drive ticket resolution, and know when and how to use the support escalation process 

• In your first 90 days, you will start to see trends in tickets, be able to pull some basic ticket reporting information, and recommend/document some processes around support

Requirements

Basic Requirements:  

• High School Diploma or Bachelor's Degree 

• 1-2 years of prior support experience  

• Experience with Windows, Microsoft Office Suite, Slack and Jira 

Preferred Requirements: 

• Flexibility in hours 

• Ability to work with a sense of urgency 

• Excellent Customer Service 

• Attention to detail 

• Strong analytical and verbal communication skills 

• Ability to multitask in a faced paced environment 

Benefits

Job Type: Full-time 
Salary Range: $45,000-60,000 
Working hours: 9-5pm PST (Must be willing to work PST time zone)  

Benefits include: 

• 401K 

• Health Insurance 

• Dental Insurance 

• Vision Insurance 

• Paid time off 

• Remote flexibility