Customer Support Specialist

We are united in our mission to make a positive impact on healthcare. Join Us!

• South Florida Business Journal, Best Places to Work 2024
• Inc. 5000 Fastest-Growing Private Companies in America 2023
• Company of the Year | 2023 BIG Innovation Awards
• Fastest-Growing Company of the Year – Large (Bronze) | 2022 Best in Biz Awards
  
  

Who We Are

We Are Modernizing Medicine (WAMM)! We’re a team of bright, passionate, and positive problem-solvers on a mission to place doctors and patients at the center of care through an intelligent, specialty-specific cloud platform. Our vision is a world where the software we build increases medical practice success and improves patient outcomes. Founded in 2010 by Daniel Cane and Dr. Michael Sherling, we have grown to over 3400 combined direct and contingent team members serving eleven specialties, and we are just getting started! ModMed is based in Boca Raton, FL, with office locations in Santiago, Chile, Berlin, Germany, Hyderabad, India, and a robust remote workforce with team members across the US.

ModMed is currently seeking a highly motivated Customer Support Specialist to join our enthusiastic and dedicated Customer Success Team. As a part of this team, you will be responsible for investigating and resolving customer issues while providing exceptional customer service to Klara's users. This is a fantastic opportunity for you to become an expert on the Klara product, with a focus on creating and modifying the eForms component. You will be the voice of our users, advocating for their needs and concerns. Your work will have a direct impact on Klara's success and the efficiency of our fast-paced Healthcare IT company that is truly revolutionizing the industry!

Your Role

• Build and modify Klara electronic forms for our customers.
• Provide support to our customer base in response to Klara product requests and problems reported by our customers.
• Coordinate across departments to provide support through all stages of the customer's journey.
• Execute an exceptional customer support experience- including responding quickly to questions (via email and online chat) and following up on reported issues.
• Investigate bugs and file tickets with our Engineering team when appropriate.
• Collect customer feedback and advocate customer needs cross-functionally.
• Identify patterns in support interactions, then take appropriate action to address these patterns.
• Help out with various Customer Success projects as needed.
  
  

Skills & Requirements

• Bachelor's degree preferred.
• Ability to work from 11 am to 8 pm EST.
• Have 3+ years of experience in a support role, prefer application software support or related.
• Have a basic knowledge of web technologies, including knowledge of working with mobility-focused applications.
• Consider empathy and patience to be among your top strengths.
• Have an aptitude for digesting and communicating technical concepts across audiences of varying technical ability.
• Comfortable troubleshooting and isolating application problems to the root cause, including the review of application log files and application administrative consoles.
• Communicate with a professional, upbeat, and friendly tone.
• Prioritize well, especially while under pressure.
• Thrives collaborating in a team setting as well as working autonomously.
  
  

ModMed Benefits Highlight

At ModMed, we believe it’s important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits, including:

• Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution,
• 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
• Generous Paid Time Off and Paid Parental Leave programs,
• Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs,
• Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed,
• Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning,
• Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles,
• Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.