Customer Support Specialist

Bamboo Health is a leader in cloud-based care coordination software and analytics solutions focused on patients with complex needs, including those suffering from physical health and mental health issues and substance use disorders. We are driven by our mission of enabling better care for patients across the continuum. Our software solutions help healthcare professionals collaborate on shared patients across the spectrum of care. Join us in improving healthcare for all!  

Summary:

The Customer Support Team is focused on providing the best customer service experience for our clients. The successful Customer Support Specialist, Appriss Insights will create customer satisfaction, use work opportunities to develop Omni Channel outcomes, and contribute insight for informed change.

What You’ll Do:

• Respond to customer product inquiries via telephone or written format via internet-based email or chat sessions.
• Resolve customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
• Troubleshoot problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action.
• Document customer information and recurring technical issues to support product quality programs and product development.

What Success Looks Like…

In 3 months…

• Integrated into a friendly and interactive team
• Fully skilled on all products
• Comfortable use of all necessary tools

In 6 months…

• Participate in one or more committees focused on the employee experience
• Comfortable taking a most call types without assistance

 In 12 months…

• Participate in special projects
• Offer feedback to enhance process or improve procedure

What You Need:

• High level of judgement and exceptional analytical ability
• Creativity in investigating customer problems and solutions within service agreements
• Interpersonal skills and technical product knowledge and expertise are critical to responding to daily activities with a customer-centric presence.
• Effective verbal and written communications skills to consult with management, business partners and vendors required.
• Documentation and quality assurance processes experience
• PC configuration and installation knowledge
• A remote work environment that is conducive to high quality interactions with customers and team members. This includes, but is not limited to, working from quiet space with minimal interruptions or distractions, and a strong internet connection.
• Available and working during scheduled hours.

Preferred Experience: 

• Successful customer service experience in a call-center setting
• Associates or Bachelor’s degree in Computer Science or related field
• IT Help Desk or PC setup experience
• A+ Certification and Network experience
• Leadership experience

What You Get: 

• Join one of the most innovative health technology companies in the country
• Have the autonomy to build something with an enthusiastically supportive team
• Learn from working at the highest levels and on the most strategic priorities of the company, including from world class investors and advisors
• Receive competitive compensation, including equity, with health, dental, vision and other benefits

Belonging at Bamboo 

We Care. #BambooHealthValuesCare 

Every human being has the right to the best possible healthcare. Our solutions enable healthcare professionals to see and treat every individual as a whole person by providing the right information, at the right time – regardless of physical, behavioral, or social barriers.  

We’re a great place to work because we care. We continually seek to learn about our differences and ensure the unique identities and contributions of all employees are welcome, valued and celebrated.  

Our commitment to making a positive impact starts by recognizing and leveraging our differences, building inclusive teams, cultivating a sense of belonging, combating biases, and actively removing barriers to equity. 

Bamboo Health is proud to be an Equal Employment Opportunity and affirmative ac