Customer Support Specialist

About the Opportunity
The organization is seeking a Customer Support Specialist to play an integral role in supporting external customers post-launch. The primary focus of this position is to organize, triage, and resolve requests from customers utilizing the organization's product suite. This role collaborates closely with engineering, clinical operations, and customer success teams to resolve user requests promptly and ensure a positive customer experience.
Key Responsibilities
Triage, prioritize, and resolve incoming support tickets and phone calls from customers using the support management platform.
Proactively communicate with the support team to ensure timely updates, efficient collaboration, and resolution of complex issues.
Communicate with customers in a responsive, empathetic manner, ensuring inquiries are followed up on and resolved efficiently.
Categorize support requests and customer feedback to surface broader themes and areas for improvement that enhance the product experience.
Develop subject matter expertise in the organization's pharmacy management system and operational workflows to effectively support and educate users on products and services.
Qualifications
At least 3 years of experience in specialty pharmacy operations or a similar setting.
Comfort navigating pharmacy management and electronic medical record (EMR) systems, with the ability to learn new technology quickly.
Strong external-facing support skills, with demonstrated comfort taking inbound customer calls and addressing feedback.
Clear verbal and written communication skills, with an ability to build positive rapport with customers and cross-functional team members.
Strong organizational skills under pressure, with the ability to effectively prioritize requests that rapidly fluctuate in scope and volume.
A calm, empathetic, and solutions-oriented approach during stressful situations.
Collaborative problem-solving abilities and a focus on improving customer experience.
A clear understanding of how support outcomes directly impact patient care, paired with motivation to resolve customer issues efficiently.
Prior experience with the organization's platform is preferred.
Employment Details and Compensation
Role Type: Full time
Location: United States
Base Salary: Starting at $63,000 per year. Actual base salary depends on factors including experience, knowledge, and skills.
Additional Compensation and Benefits: Total compensation packages may include equity, paid time off, and standard benefits.

Work arrangement
Yes