- Company Name
- ALIS by Medtelligent
- Job Title
- Customer Success Specialist Tier 1 /Tier 2
- Job Description
-
Job title: Customer Success Specialist Tier 1/ Tier 2
Role Summary: Support frontline users of the ALIS software by providing timely, effective resolution to technical and functional issues over the phone and via email. Act as a primary point of contact, documenting interactions, managing tickets, and collaborating with cross‑functional teams.
Expectations:
- Demonstrate reliability, punctuality, and a positive, optimistic outlook.
- Maintain calm, professional communication in demanding situations.
- Exhibit patience, empathy, and excellent listening skills with less tech‑savvy clients.
- Prioritize tasks judiciously, displaying sound judgment and detail orientation.
- Commit to continuous professional growth and uphold high integrity.
- Adapt quickly to changing plans and thrive in a dynamic environment.
- Solve problems proactively, aiming to exceed client expectations.
- Maintain a strong grasp of technology and be comfortable troubleshooting across platforms, including G‑Suite, Gmail, Word, and Excel.
Key Responsibilities:
- Monitor, triage, and respond to incoming phone calls and email support requests.
- Create, track, and close tickets in the internal ticketing system.
- Investigate, report on, and resolve escalated issues.
- Maintain accurate, up‑to‑date knowledge of client SOPs and ALIS modules (clinical, billing, CRM, integrations, pharmacy).
- Participate in daily stand‑ups (scrum), L10 meetings, and PM/specialization meetings.
- Document outcomes of customer interactions and hand‑over knowledge as needed.
- Engage in on‑call rotation and off‑hours support duties.
- Lead or support special projects, form markup, and long‑term initiatives.
- Aim to meet or exceed ticket volume and quality goals, tracking progress toward goals.
Required Skills:
- Exceptional verbal and written communication.
- Strong problem‑solving and analytical ability.
- Proficiency with ticketing/CRM systems and knowledge of ALIS platform.
- Technical savviness with G‑Suite, Gmail, Word, Excel, and general IT troubleshooting.
- Ability to work independently and as part of a team.
- Time‑management and prioritization skills.
- Customer‑centric mindset with a focus on delivering delight.
Required Education & Certifications:
- High school diploma or equivalent (Bachelor’s degree preferred, not mandatory).
- No specific certifications required; technical aptitude and learning agility prioritized.