Customer Support Associate

At Voluware, we are passionate about software as a SERVICE. Our customers love us and send us thank you cards. We are unconventional engineers. We are committed not only to improving but transforming healthcare. If you want to board a rocketship, work hard, play hard, and have more awesome opportunities for your career, then we want to hear from you. Voluware's VALER® is a cloud-based application automating health care revenue operations and providing connectivity solutions among health care insurers and providers. Voluware is looking for a talented support associate who will enjoy directly interfacing with customers and channeling their creative energies to solve real world problems. Responsibilities:

• Serve as primary point of contact for Support Tickets
• Collaborate with Engineering, Customer Success, and Customers
• Remain current on all department communications and knowledge of policies, procedures, and changes
• Respond to customers by email
• Log into Customer Instance to resolve any customer tickets that do not require an Engineer
• Responsible for assisting with obtaining portal credentials
• Attend meetings related to portal credentials
• Maintain up to date records in Dashlane
• Provide an exceptional customer experience in an efficient, courteous, professional manner
• Track resolution progress and give status updates to customers as needed
• Apply company policy and procedures to resolve customer issues
• Log and classify all emails and request for assistance in the email tracking software
• Provide timely and accurate feedback to customers
• Other tasks as needed

What Success Looks Like:

• In your first 30 days, you will understand current process/workflow for support, know high level customer info and key contacts, and take over first on support logging tickets and responding to clients
• In your first 60 days, you will begin to resolve non-engineering tickets on your own, demonstrate ability to work effectively to drive ticket resolution, and know when and how to use the support escalation process
• In your first 90 days, you will start to see trends in tickets, be able to pull some basic ticket reporting information, and recommend/document some processes around support

RequirementsBasic Requirements:

• High School Diploma or Bachelor's Degree
• 1-2 years of prior support experience
• Experience with Windows, Microsoft Office Suite, Slack and Jira

Preferred Requirements:

• Flexibility in hours
• Ability to work with a sense of urgency
• Excellent Customer Service
• Attention to detail
• Strong analytical and verbal communication skills
• Ability to multitask in a faced paced environment

Benefits Job Type: Full-time Salary Range: $45,000-60,000 Working hours: 9-5pm PST (Must be willing to work PST time zone) Benefits include:

• 401K
• Health Insurance
• Dental Insurance
• Vision Insurance
• Paid time off
• Remote flexibility