Customer Support Advisor
ACLS.com Customer Support Advisor JD
About ACLS.com
We help people improve their lives, advance their careers, and maintain their medical licensure through exceptional, online healthcare learning. Our training and continuing education solutions offered through the platform are designed to meet the distinct needs of both future and current healthcare workers.
ACLS.com provides online healthcare training for people who are actively working in the medical and healthcare fields to obtain certifications which go hand-in-hand with their license. ACLS.com programs are user-friendly and accredited, so learners can quickly gain the knowledge they need to start improving people's lives (beginning with their own).
Through accredited basic and advanced life support courses, ACLS.com helps practicing and new healthcare professionals close skill gaps, obtain certification for their licensing, and stay up to date on the latest and best treatments and techniques. ACLS.com is raising the level of professional learning for the health of patients and for the health of careers.
Have a direct impact:
According to one of our biggest clients, our Support Team is “the BEST support we have from any vendor, hands down!” We take what we do very seriously and we are looking for a natural problem solver who loves creating solutions to become our new Support Advisor for our platform. You’ll become an expert at giving our customers a great user experience and providing exceptional world-class support via email, chat, and phone conversations.
The ideal candidate has a naturally positive attitude, upbeat personality, and speaks with confidence. You never lose your cool, enjoy new challenges, and are continually learning new things. You have incredible patience and aren’t afraid to go above and beyond to meet the customers' needs. The satisfaction of our customer is our main priority. The ability to communicate well with high-ranking medical professionals and navigate conversations with occasional upset customers with ease and class is a must for this position. The main two things that will get in your way would be laziness and a negative attitude. If you love working in a team environment that truly cares about YOU (as an employee and a person) then this is the place for you!
A day in the life:
Our support lines are open M-F 6a-5p PST (or 8a-7p CST or 9a-8p EST). Within that timeframe, you would be working a 8am to 5pm PST shift, with one hour for a lunch break. We are currently looking for someone on the west coast (USA) located in the PST time zone You would also need to be somewhat flexible before and after your shift from time to time so that, when the need arises, you can help the support team be fully available to serve customers during our open support hours. During your working hours, your job will include:
Handling Customer Support Cases
Answer phone calls, e-mails, and chat requests with customers to meet their specific needs
Assist customers with basic troubleshooting needs and minor technical issues. Logins, website guidance, learning platform orientation, course/exam navigation inquiries, etc.
Follow up on open cases
Educate customers on the company products and convey our mission and culture
Speak effortlessly with both new, existing, and potential customers
Assist with minor sales tasks for both new and existing business clients
Handle difficult/stressful conversations with ease and to successful conclusions
Administrative/Ad Hoc Duties
Document customer interactions in Salesforce
Update processes and enhance troubleshooting guides
Testing of new policies and procedures
Track your time and attendance accurately
Other projects or tasks as needed by management
To love and be successful in this job, you will need to possess the below competencies, skills and education:
Education/Experience
High School Diploma or GED
1-2 years working in customer support, customer service, or other related fields
3+ months of IT/Technical experience (basic understanding)
Competencies
Ensures Accountability: You take pride in your work and are always thinking outside the box with innovative new ideas. You aren't afraid to speak up!
Drives Results: You’re self-motivated and prioritize tasks on high to low priority. Love getting difficult things done!
Customer Focused: Our customers’ happiness is our number one priority. You go above and beyond to take care of their needs, and have a sense of fulfillment knowing they’re happy. You'll learn to communicate the company vision to each customer in a way that they will understand the value our product provides.
Preferred Skills
Experience using the Salesforce platform, Microsoft Office, and Slack would be preferred
Solving problems quickly and working outside the box
Ability to adapt in fast paced environment
Computer/tech savvy with the ability to walk others through technical steps
Ability to communicate well with professionals in the medical and business industries
Ability to navigate difficult conversations with occasionally upset customers
Benefits
Insurance: Vision, Medical, Dental
401(k) plan with company match
Company paid life insurance
Employee Assistance Program
Self-managed PTO
Other details
- Pay Type Hourly
- Arizona, USA