[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.ResponsibilitiesProvide timely, professional, and empathetic support to clients via phone, email, chat, and ticketing systemsServe as the first point of contact for users experiencing issues with Symplast products and servicesDiagnose and troubleshoot software, workflow, user-access, and configuration issuesEscalate complex technical issues to Tier II Support, Product, Engineering, or other internal teams as appropriateManage support tickets through resolution while maintaining proactive communication with clientsDeliver a high-touch service experience that reinforces client confidence and satisfactionSupport clients in navigating product features, workflows, and best practicesDevelop 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 FunctionalityEducate clients on product enhancements, new releases, and feature updatesConduct client walkthroughs and provide guidance on system functionality and workflow optimizationAssist in creating and maintaining knowledge base articles, FAQs, and support documentationInvestigate client concerns and determine root causesPartner with Product, Engineering, Revenue Cycle, Implementation, Training, and Account Management teams to resolve issues efficientlyDocument detailed findings, troubleshooting steps, and resolutions within Salesforce and other support systemsIdentify recurring client issues and communicate trends to leadership for continuous improvement opportunitiesAdvocate for client needs while balancing business priorities and platform capabilitiesMaintain accurate and complete documentation of all client interactions within Salesforce and other designated systemsFollow established support workflows, service standards, and escalation proceduresContribute to continuous improvement initiatives that enhance client satisfaction and operational efficiencyEnsure compliance with company policies, security standards, and healthcare privacy requirementsParticipate in quality reviews, coaching sessions, and ongoing professional development activitiesSupport departmental goals related to service quality, productivity, and client retentionSkillsHigh school diploma or equivalent, a bachelor's degree may be preferredProven experience in customer service, preferably in SaaS or technology-related industryExcellent communication skills, both written and verbalStrong problem solving and analytical skillsTechnical aptitude and ability to understand software systemsPatience, empathy, and client-centric approachFamiliarity with CRM systems and support toolsAbility to work effectively in a team or independentlyAdaptability and willingness to learn about evolving SaaS products and technologiesExperience in healthcare technology, medical practices, aesthetics, plastic surgery, dermatology, med spa, or related industriesExperience with Salesforce, Zendesk, or similar support systemsKnowledge of EHR, practice management, scheduling, or patient engagement softwareFamiliarity with HIPAA and healthcare privacy standardsCompany OverviewSymplast a platform that empowers patients and automates the end-to-end clinical and operational workflows of aesthetic practices. It was founded in 2013, and is headquartered in Plantation, Florida, USA, with a workforce of 51-200 employees. Its website is https://symplast.com/.