客户支持专员
Customer Support Specialist
关于SHP
战略医疗项目（SHP）是后急性医疗市场分析和绩效管理解决方案的领导者。自1996年以来，我们已帮助全国超过10,000家机构，包括居家护理机构、临终关怀机构和康复护理设施，将临床和运营数据转化为实时智能，以改善患者结果。我们是一家总部位于加利福尼亚州圣巴巴拉的SaaS公司，是Roper Technologies（纽约证券交易所代码：ROP）的子公司。
我们不仅仅是在开发软件。我们是在打造工具，帮助照护者在最关键的时候为患者提供更好的照护。如果这个使命与你产生共鸣，请继续阅读。
机会介绍
作为客户服务中心团队的一员，客户支持专员为SHP居家护理和临终关怀客户提供SaaS分析支持，包括居家护理和临终关怀机构的领导和团队成员，同时为SHP的康复护理设施客户提供溢出支持。此职位位于SHP居家护理和临终关怀客户群的最前线，负责回答产品相关问题并解决客户问题。客户支持专员利用分析洞察力和客户关系技能，确保卓越的客户体验和运营卓越。
主要职责
- 通过电话和电子邮件为SHP居家护理和临终关怀基于网络的软件及集成提供一级和二级客户服务。
- 对复杂或高优先级的技术问题进行分类并升级，确保及时且彻底的跟进。
- 使用CRM系统管理支持案例，确保详细且专业的文档记录。
- 利用内部资源提升技能发展和客户服务质量的一致性。
- 根据支持经理的安排参与特殊项目或跨职能计划。
- 为积极、充满活力和文化传承的团队做出贡献。
- 严格遵守HIPAA指南。
- 我们寻找的人选：要求
- 至少一年的客户服务或相关岗位经验。
- 具有解决复杂软件、浏览器和连接问题的经验。
- 强大的能力，能够指导SHP客户应对产品挑战。
- 出色的口头和书面沟通能力，强调专业性和清晰度。
- 能够以外交和解决问题为导向的方式处理具有挑战性的客户情况。
- 熟练使用Microsoft
查看英文原文
About SHP
Strategic Healthcare Programs (SHP) is a leader in analytics and performance management solutions for the post-acute healthcare market. Since 1996, we have helped more than 10,000 organizations nationwide, including home health agencies, hospices, and skilled nursing facilities, turn clinical and operational data into real-time intelligence that improves patient outcomes. We are a SaaS company headquartered in Santa Barbara, CA, and a subsidiary of Roper Technologies (NYSE: ROP).
We are not just building software. We are building tools that help caregivers deliver better care to patients when it matters most. If that mission resonates with you, keep reading.
The Opportunity
As a member of the Client Services team, The Customer Support Specialist provides SaaS analytics support for SHP Home Health and Hospice customers, including leaders and team members across home health and hospice agencies, while also providing overflow support coverage for SHP’s Skilled Nursing Facility customers. This role works on the front-line of the SHP Home Health and Hospice customer base, answering product-related questions and addressing customer issues. The Customer Support Specialist leverages analytical insight and customer relationship skills to ensure exceptional client experiences and operational excellence.
Key Responsibilities
- Provide Level 1 and 2 customer service via phone and email for SHP Home Health and Hospice web-based software and integrations.
- Triage and escalate complex or high-priority technical issues, ensuring timely and thorough follow-up.
- Manage support cases using the CRM system, ensuring detailed and professional documentation.
- Utilize internal resources to advance skill development and consistency in client service standards.
- Participate in special projects or cross-functional initiatives as assigned by the Support Manager.
- Contributing to a positive, energetic, and culture-perpetuating team.
- Strictly adhering to HIPAA guidelines.
What We're Looking For: Required
- Minimum of 1 year of experience in customer support or related role.
- Past experience in troubleshooting complex software, browser, and connectivity issues.
- Strong ability to coach and guide SHP customers through product challenges.
- Excellent verbal and written communication skills, with an emphasis on professionalism and clarity.
- Ability to handle challenging customer situations with diplomacy and problem-solving focus.
- Proficiency in Microsoft Office (Outlook, Excel, Word) and familiarity with major web browsers (Chrome, Edge, Firefox, Safari).
- Experience using CRM or Help Desk systems (e.g., HubSpot Dynamics, Salesforce, Zendesk).
- Demonstrated success in a fast-paced, dynamic environment with strong organizational and multitasking abilities.
What We're Looking For: Preferred
- Experience or familiarity with the Long-Term Care / Nursing Home industry is strongly preferred.
- Familiarity with Microsoft Teams, Microsoft Co-Pilot, and Claude AI a plus.
Why SHP?
We are a mission-driven SaaS company where your work has a direct impact on healthcare quality for millions of patients. You will join a team that values smart, curious people who care about doing great work. We believe the best teams are the ones that are constantly learning, growing, and improving together, and we want people who find energy in that process.
- Competitive salary and comprehensive benefits (health, dental, vision)
- 401(k) with company match and employee stock purchase plan
- Flexible remote work with a preference for Santa Barbara or Pacific time zone (Remove if fully on-site position)
- Generous PTO, paid holidays, and a genuine commitment to work-life balance
- A team and culture where you can do meaningful work while growing your career
Pay
$20.00 - $25.48 per hour, depending upon experience.
Location
This is a remote or hybrid position within the United States. Employees who live within 75 miles of the Santa Barbara office are required to work onsite on the second Wednesday of each month.
This position is not eligible for immigration sponsorship.
Originally posted on Himalayas