Customer Success Support Lead

QCSS Health

7d•Remote

About The Position

Quality Coding Software Solutions is seeking a Customer Success Support Lead to support our Managed Care and Community based healthcare clients. We offer an exciting opportunity to support health care insurers and providers in improving health care outcomes for vulnerable populations. Our solutions positively impact over two hundred fifty thousand health plan members.

Requirements

3 - 5 years working for a SaaS company
3 - 5 years proven work experience as a Help Desk Associate/ Lead or other technical customer support role
Detail oriented, self-starter with a desire to learn and take on new responsibilities
An energetic, friendly, knowledgeable and optimistic attitude
A strong work ethic and willingness to learn
Excellent written and oral communication skills
Proficiency in Jira, Microsoft Excel, PowerPoint, and Word

Responsibilities

Develop strong knowledge of our Healthcare SaaS Solutions
Serve as the first point of contact for customers seeking technical assistance
Respond to all helpdesk and Knowledge Center support inquiries
Diagnose customer issues with probing questions, reports, and cross-functional department collaboration
Document customer interactions, details of inquiries, complaints, comments, actions taken, and resolutions in Jira
Provide customer support via email, video meetings, or over the phone and walk customers through the resolution process and next steps
Provide a timely first response and resolution of issues with accurate information for end users to meet contractual health plan SLAs
Provide product report suggestions to support customer inquiries
Provide information about QCSS products and services
Lead the daily Help Desk Stand-Up Meeting
Participate in maintaining and improving helpdesk standard operating procedures