[Remote] Customer Service Coordinator

Note: The job is a remote job and is open to candidates in USA. National Quality Systems (NQS) is a healthcare SaaS company delivering modern clinical registry platforms. They are seeking a Customer Service Coordinator who will provide real-time support to customers using the NQS platform, troubleshoot issues, deliver training, and ensure a high-quality user experience.ResponsibilitiesProvide real-time support to NQS customers using the trauma registry platform, addressing questions, troubleshooting issues, and ensuring optimal user experienceAct as the first point of contact for customer inquiries, particularly on weekends, ensuring timely and accurate resolution of issuesManage and prioritize support tickets, meeting established response and resolution expectationsCommunicate effectively with customers throughout the lifecycle of each issueWork together with teams from different departments to identify, escalate, and solve complex technical or operational issuesDeliver training sessions to ensure customers understand the NQS platform’s functionality and capabilitiesShare trauma registry knowledge and promote data accuracy, completeness, and consistency in customer workflowsMaintain detailed records of customer interactions, documenting issues, solutions, and follow-up actionsProvide feedback to the NQS product and development teams to inform platform improvements based on user experiencesSkills3+ years of experience at an ACS verified Level 1 Trauma Center with strong interpersonal skills, presentation experience, data submission, validation, monthly/quarterly reports, and report writing3+ years of experience providing SaaS support to ACS verified Registry customers with strong interpersonal skills, high customer satisfaction scores, and a clear dedication to customer needsAt least 3 years of relevant experience in trauma registry operations or SaaS customer support roles, demonstrating independent problem-solving and customer-facing responsibilityDemonstrated expertise in trauma registry data collection, reporting, and compliance with national and state trauma standardsExceptional problem-solving and critical-thinking skills to troubleshoot customer issues effectively with the ability to identify root causes and drive issues to resolutionStrong written and verbal communication skills, with the ability to explain complex concepts clearlyExcellent organizational skills and time management, with attention to detail and the ability to manage multiple prioritiesBe willing to work evening and weekend hours to meet customer needsAt least one day per week (8 hrs.) will be required on a Saturday or SundayCertified Specialist in Trauma Registry (CSTR) certification and/or Certified Abbreviated Injury Scoring Specialist (CAISS)Advanced knowledge of trauma registry compliance, such as NTDB, ACS, or state trauma systemsPrevious experience working in a SaaS customer support roleBenefitsOther competitive benefitsCompany OverviewNational Quality Systems is a clinical registry company empowering hospitals to achieve both clinical excellence and financial integrity. It was founded in 2023, and is headquartered in Winter Park, Florida, USA, with a workforce of 11-50 employees. Its website is https://mynqs.com.