Customer Support Analyst at OutsideinHR Limited

Responsibilities and Duties

• Develop a deep knowledge of the Intron application and system.
• Interact with doctors, nurses, patients and various stakeholders/disciplines within the hospital, understanding their concerns and pain points and translating those into action points that improve the usability of the application.
• Partner with our customers to effectively diagnose and resolve issues onsite at the hospital (primary channel) and through phone, email, and chat and engage with our product and engineering teams using established processes
• Answer how-to questions and help customers navigate a variety of tools on the platform, helping them use more of our platform or remove roadblocks
• Onboard new hospitals to our platform. Trains hospital staff to use the Intron software.
• Communicate thoughtful, customized solutions that help customers move forward and grow their business
• Keeping records of customer interactions, transactions, comments and complaints.
• Show composure, resilience, and flexibility as customer needs evolve and case volume changes

Requirements
Shortlisted Candidates must have the following skills / experience:

• Have a Bachelor's Degree and/or 2+ years of proven customer support/service experience.
• Ability to stay calm when customers are stressed or upset.
• Comfortable using computers (MS Word/Excel/PowerPoint, Google Docs/Sheets/Slides)
• Personable, good communicators. Personable and friendly.
• Have demonstrated experience in customer service and are passionate about the customer experience
• Can autonomously troubleshoot and further investigate to fix a problem
• Comfortable working with a remote team
• Clinical/Healthcare/Hospital experience is a plus but not required.