[Remote] Customer Support Representative

Note: The job is a remote job and is open to candidates in USA. Symplast is a company providing technology solutions for healthcare providers and medical practices. They are seeking a Customer Support Representative who will deliver exceptional client support, resolve product-related issues, and educate users to maximize the value of Symplast's platform.

Responsibilities

• Provide timely, professional, and empathetic support to clients via phone, email, chat, and ticketing systems
• Serve as the first point of contact for users experiencing issues with Symplast products and services
• Diagnose and troubleshoot software, workflow, user-access, and configuration issues
• Escalate complex technical issues to Tier II Support, Product, Engineering, or other internal teams as appropriate
• Manage support tickets through resolution while maintaining proactive communication with clients
• Deliver a high-touch service experience that reinforces client confidence and satisfaction
• Support clients in navigating product features, workflows, and best practices
• Develop and maintain expertise in Symplast's products, including: Electronic Health Records (EHR), Practice Management, Patient Engagement Tools, Scheduling and Appointment Management, CRM and Marketing Features, Payment Processing and Financial Workflows, Mobile and Cloud-Based Platform Functionality
• Educate clients on product enhancements, new releases, and feature updates
• Conduct client walkthroughs and provide guidance on system functionality and workflow optimization
• Assist in creating and maintaining knowledge base articles, FAQs, and support documentation
• Investigate client concerns and determine root causes
• Partner with Product, Engineering, Revenue Cycle, Implementation, Training, and Account Management teams to resolve issues efficiently
• Document detailed findings, troubleshooting steps, and resolutions within Salesforce and other support systems
• Identify recurring client issues and communicate trends to leadership for continuous improvement opportunities
• Advocate for client needs while balancing business priorities and platform capabilities
• Maintain accurate and complete documentation of all client interactions within Salesforce and other designated systems
• Follow established support workflows, service standards, and escalation procedures
• Contribute to continuous improvement initiatives that enhance client satisfaction and operational efficiency
• Ensure compliance with company policies, security standards, and healthcare privacy requirements
• Participate in quality reviews, coaching sessions, and ongoing professional development activities
• Support departmental goals related to service quality, productivity, and client retention

Skills

• High school diploma or equivalent, a bachelor's degree may be preferred
• Proven experience in customer service, preferably in SaaS or technology-related industry
• Excellent communication skills, both written and verbal
• Strong problem solving and analytical skills
• Technical aptitude and ability to understand software systems
• Patience, empathy, and client-centric approach
• Familiarity with CRM systems and support tools
• Ability to work effectively in a team or independently
• Adaptability and willingness to learn about evolving SaaS products and technologies
• Experience in healthcare technology, medical practices, aesthetics, plastic surgery, dermatology, med spa, or related industries
• Experience with Salesforce, Zendesk, or similar support systems
• Knowledge of EHR, practice management, scheduling, or patient engagement software
• Familiarity with HIPAA and healthcare privacy standards

Company Overview