What you will do:

• Possess excellent understanding of Application Support processes and customer service expectations and is able to mentor fellow peers to ensure consistency in the delivery of quality customer support.
• Capable of independent application support situation resolution for more difficult customer needs, escalated issues and/or client retention efforts.
• Demonstrates ability to address customer service escalations and/or issues independently
• Collaborates with fellow peers and/or management to ensure accurate and valuable feedback is obtained that translate into efficient solutions.
• Able to provide suggestions and feedback to improve upon Application support processes that translate into effective and timely customer service resolutions
• Displays a professional demeanor, calm and friendly disposition even during high levels of stress and word demands.
• Provides training recommendations and feedback for enhanced training tools and offerings
• Consistently demonstrates excellent verbal and written communication skills
• Effectively communicates customer concerns regarding service and/or escalated complaint inquiries to management when appropriate to ensure timely and correct resources are applied
• Diligently works on tasks and/or projects assigned by management members
• Takes initiative and independently provides assistance or serves as a resource to fellow peers for customer service related needs and/or projects to improve upon processes.
• Participates in the on-call rotation as per department guidelines and functions independently while on call
• Demonstrates expert knowledge base of Thrive EHR application(s) assigned to for customer service support
• Demonstrates a high level of independent decision making with confidence and accuracy with both internal and external customers
• Advanced understanding of Thrive EHR applications best practices and ability to apply that knowledge to address customer service questions and needs
• Collaborates with fellow peers from various departments to ensure application issues that have multi-departmental impact are addressed in a timely and efficient manner
• Eagerly seeks educational opportunities and strives to improve upon presentation skills
• Able to respond in a timely manner to all requests from leadership team and able to independently establish appropriate deadlines to ensure timely completion of assigned tasks and/or projects
• Conducts advanced level of training for internal and external customer needs
• Able to test in-house and write a work request/JIRA and participate in quality testing independently
• Maintains an understanding of Evident project roadmaps
• Promotes a positive team/work environment and exhibits strong leadership qualities

The skills you will bring:

• College degree preferred or relevant work experience
• Must possess excellent communication (written and oral) and interpersonal skills.
• Must possess excellent customer services skills, including phone etiquette.
• Must possess strong organizational, interpersonal, communication, and verbal presentation skills.
• Must possess strong computer skills including Word, Excel, and Outlook.
• Willingness to travel as needed - 25% travel

We would love it if you have:

• Minimal of three (3) years’ experience with customer service including but not limited to sales, implementation and support of the Thrive EHR services.
• Familiarity with the operations of a healthcare facility.
• Experience in healthcare accounting, bookkeeping, and/or materials management.
• Associate or Bachelor’s Degree in Accounting or Business Administration.

Why join our team?

If you join us, you will receive:

• Work remotely with a work/life balance approach
• Robust benefits offering, including 401(k)
• Generous time off allotments
• 10 paid holidays annually
• Employer-paid short term disability and life insurance
• Paid Parental Leave