Customer Care Specialist

Company Description

Therapy Brands is the leading healthcare technology partner for mental, behavioral, and rehabilitative therapy. Our purpose-built and all-in-one practice management, data, and billing solutions drive exceptional clinical and financial outcomes. 

Thousands of therapy practices rely on us as a trusted partner, to make their lives simpler and more efficient, improve revenue, and enable them to focus on patient care.

For more information, explore our solutions at therapybrands.com. 

Job Description

The Customer Support Specialist is the tier 2 support point within the Customer Support Team for issues that cannot be resolved. In this role, you'll be trained to be the subject matter expert in our products, and you’ll be responsible for troubleshooting and resolving complex, non-generic customer issues. 

This position will start working remotely and transition into a hybrid model 2-3 days/week, reporting to our new Eagan, MN office. 

Responsibilities:

• Work with clients to resolve non-standard technical and workflow issues
• Provide product training and support for customers 
• Escalating technical issues that could not be resolved 
• Assist in the creation of knowledge based articles and other support bulletins. 
• Document discussions and issues in the CRM system
• Ensure customer and partner inquiries are responded to in a timely manner
• Maintaining and deploying systems via automated methods
• Research, resolve, and respond to customer concerns received via email, telephone, or escalations, and provide support on desktop systems
• Document, maintain, upgrade and replace systems
• Maintain, analyze, troubleshoot and repair computer systems, hardware, or peripherals
• Provides end user training where required

Core Competencies Needed for Success in the Role 

• Fantastic customer focus
• Great communication
• Technical skills are a plus
• Data gathering and analysis skills

Qualifications

• 3-5 years of experience in providing customer support
• Great written, verbal, and listening skills
• Possesses strong customer support skills
• Experiencing handling multiple priorities
• Great time and task management skills
• Medical Billing, Medical Coding, Billing experience is a plus, but not required

Additional Information

All your information will be kept confidential according to EEO guidelines.

At Therapy Brands, Diversity, Equity, Inclusion, and Belonging aren’t just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do.

We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community. ​

​We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status. 

Therapy Brands is an equal opportunity employer.