Note: The job is a remote job and is open to candidates in USA. Synapse Health is dedicated to streamlining the durable medical equipment process through innovative solutions. The Customer Support Representative Tier 1 will provide exceptional support to customers, handling inquiries and resolving issues while educating them on system functionality.
Responsibilities
- Serve as the primary point of contact for customer inquiries received via phone and ticketing system
- Provide front-line support when needed related to user access, “how to” questions, order placement assistance, and order status inquires
- Work directly with customers to answer questions, track support requests, gather and document details related to a concern, and resolve issues effectively and effectively via phone and/or ticketing system
- Maintain professional and empathetic communication throughout support process
- Provide clear and concise explanations to customers, including status updates and solution details
- Educate customers on system functionality, available features, and best practices to promote successful product usage
- Troubleshoot order disputes, apply in-depth knowledge to address and provide effective solutions, triage appropriately if/when necessary to Tier 2
- Processes equipment rental billing holds and maintains accurate documentation
- Coordinate auto reporting configurations tailored to customers’ needs
- Triage reporting errors including data discrepancies and/or reporting delays or failures
- Collaborate with internal team members to obtain information needed to resolve customer inquiries or triage appropriately
- Contribute to the continuous improvement by providing feedback based on customer interactions
- Support cross-functional teams with operational projects/administrative activities to support business initiatives
Skills
- High school diploma or GED, required
- At least 2 years of experience in the healthcare or durable medical equipment (DME) industry in customer service or an order intake department setting or other related experience
- Proficient in MS Office applications and ability to learn department and job-specific software systems including ticketing management systems
- Demonstrate organizational skills
- Demonstrate effective verbal and written communication skills
- Demonstrate analytical skills when problem-solving
- Demonstrate high attention to detail and a high degree of accuracy in data entry and documentation
- Associate degree, preferred
Benefits
- Professional growth opportunities with compelling career paths
- Healthy work-life balance supported by generous paid time off (PTO)
- Comprehensive benefits package, including medical, dental, vision, STD & LTD insurance for full-time team members
- 401(k) savings plan with employer matching contributions
Company Overview