Careers – Customer Support Specialist

What is the role of a Wellbe Customer Support Specialist?

As a Customer Support Specialist you represent our organization and our customers on the front-lines. The Customer Support Specialist is responsible for performing a full range of customer service-oriented telephone and email support activities which may include: professionally greeting customers and patients; responding to inquiries of a specific or general nature; determining appropriate response or direction for the caller, and documenting appropriately.

What are the responsibilities of a Customer Support Specialist?

  • Tier 1 support for customers and patients via phone and email from 7:30am-3:30pm CT

  • Create, monitor, and complete support cases generated from incoming client calls and emails

  • Prepare and escalate cases that require further assistance to Customer Success Managers. Product Management or Platform

  • Research issues by collaborating with other internal resources when a solution is not readily available

  • Assist in the continual development of team processes and procedures to streamline and increase efficiency, which may include defining reporting requirements

  • Assist team members with additional projects as needed

  • Manage the implementation and roll out of enhanced case management and chat support tools

  • Assist in the development and maintenance of end-user support documentation such as website FAQs and training documentation for clients

What are the qualifications Wellbe is seeking?

  • Proven record of delivering exceptional customer support for technology or web-based solutions

  • Strong analytical, problem-solving, and interpersonal skills

  • Patience, as you may be working with patients that are not savvy technology users

  • Passionate about healthcare transformation through information technology and enabling client success in everything you do to support them

  • Preference for working in a fast-paced environment where rapid change and continuous innovation are the norm

  • Excellent verbal and written communication skills

  • Experience with customer relationship management (CRM) solutions; Salesforce preferred

  • Experience with Google Mail/Docs/Sheets/Slides or Microsoft equivalent products

  • Experience with troubleshooting integration issues a plus

Why would you want to work at Wellbe, Inc?

Wellbe, Inc. is a fast-paced entrepreneurial company with a talented team committed to delivering innovative, high-value products and services to achieve market leadership. Our solution is in use by patients and providers at major U.S. hospitals. According to Modern Healthcare, Wellbe, Inc. was selected as one of the Top 100 Best Places to Work. Visit our website to learn more.

What benefits does Wellbe offer?

Wellbe offers a competitive wage and benefit package in an environment that will challenge and inspire you. Highlights include 100% company-paid individual health insurance, life insurance, and short- and long-term disability; a 401k plan with up to 4% company match; a flexible spending account program; dental and vision insurances; paid holidays; work/life balance Paid Time Off policy; and a casual dress code.

This position is full-time based in Wellbe’s headquarters in Madison, WI and reports to Wellbe’s Director of Customer Success.

Why apply for the Customer Support Specialist position?

Are you passionate about helping patients and clients? Are you energized by the daily challenge of working to create innovative healthcare solutions that better serve patients and their providers? Do you thrive in a fast-paced growth environment? Are you looking for opportunities for growth?

Do we have your attention?

If so, then we want to talk to you. Please apply here and include a cover letter, resume and salary requirements.