**Experienced Customer Service and Support Associate – DrChrono Platform (Remote, US)**

At arenaflex, we're revolutionizing the way service-based businesses operate, and we're looking for talented individuals to join our team. As a leading service commerce platform, we provide vertically tailored, integrated SaaS solutions that help businesses accelerate growth, streamline operations, and increase retention. Our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. We're excited to announce an extraordinary opportunity for a Customer Service and Support Associate to join our DrChrono team. DrChrono is part of the arenaflex vertical, dedicated to building a technology platform that enables medical practices of all sizes to make care more informed, more personalized, more interactive, and more adaptable. Our platform has been used by thousands of physicians who have provided care to millions of patients. Our people and the enthusiasm for healthcare are contagious, and we're one of the most tech-forward healthcare players in the EHR industry. **About arenaflex** arenaflex is a leading service commerce platform that provides vertically tailored, integrated SaaS solutions to over 600,000 global service-based businesses. Our mission is to help businesses accelerate growth, streamline operations, and increase retention through our modern digital and mobile applications. We specialize in Home & Field Services, Health Services, and Fitness & Wellness industries, offering end-to-end business management software, embedded payment acceptance, marketing technology, and customer engagement applications. **Responsibilities** As a Customer Service and Support Associate, you will be responsible for providing exceptional software support to our clients, focusing on the DrChrono platform. Your primary duties will include: * Providing professional and timely support to clients through various channels, including urgent inbound tickets, chats, and calls * Identifying the root cause of clients' problems and providing clear, concise solutions that meet their needs * Serving as a support representative and consultant for various subjects related to the DrChrono platform, including the web and mobile application, iOS features, and Partner information * Proactively identifying clients experiencing repeated issues or requests that are not resolved to their satisfaction and escalating them to the appropriate teams * Utilizing internal tracking tools to manage issues between customers, sales, support, and engineering * Collaborating with multiple teams to find, analyze, and resolve client issues * Representing the voice of the customer by gathering and sharing customer feedback about our products and services * Providing recommendations to leadership teams about how to improve customer experience * Working closely with the account management team to maintain a continuous knowledge of accounts * Navigating through applications and company tools to research and resolve customer inquiries * Providing excellent customer care and focus, assessing customers' needs, and providing the correct answer, path, troubleshooting, or method for an outstanding customer experience * Actively participating in developing the company knowledge base and improving team and customer resources by recognizing patterns of technical issues trends through customers' outreach and recommendations for self-service articles **Skills and Experience Needed for Success** To excel in this role, you will need: * 3+ years of experience in a genuine customer-facing, internal support, or customer service role * 3+ years of troubleshooting and technical support experience * 1+ years of experience in a healthcare/billing setting * Ability to manage a high volume of clients at any given time * Excellent time management, project management, and organizational skills * A positive and proactive approach to handling challenging situations * Exceptional listening skills, with attention to detail * Ability to prioritize tasks and carry out responsibilities with minimal direction * Ability to work with a multicultural and virtual team * Experience working directly with customers and a willingness to do what is right for customers, the company, and team members in all circumstances – strong customer focus and a high level of empathy * Excellent problem-solving and analytical skills * Outstanding oral and written communication skills (writing exercise will be requested as part of the interview process) * Ability to convey technical information to a general audience * Aptitude for learning new technologies quickly * Ability to understand and follow customer service procedures and policies and actively participate in continuously improving them * Experience and knowledge in Zendesk and Jira is a plus **Work Environment and Culture** arenaflex is a distributed team with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. We're used to working remotely across different time zones, and this role can be based anywhere in the United States. If you're close to one of our offices, we can set you up in-office or you can work 100% remotely. We're an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. **Benefits and Perks** As a member of our team, you'll enjoy: * Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid * Continued investment in your professional development * Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend * 401k with up to a 4% match and immediate vesting * Flexible and generous (FTO) time-off * Employee Stock Purchase Program **Compensation** The total base pay range for this position is $17.00 to $19.50 USD per hour in most US locations. Final offer amounts are determined by multiple factors, including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above. **How to Apply** If you're passionate about delivering exceptional customer service and support, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking on the link below. We look forward to reviewing your credentials and getting to know more about your experience! **Join our team and be part of the arenaflex revolution!** Apply for this job