At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 685,000+ customers.  As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Fitness & Wellness industries.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://careers.evercommerce.com/us/en

We are looking for an Associate Technical Customer Support Specialist to focus on our Updox application. Updox is part of the EverHealth vertical of EverCommerce. Our mission is to build a technology platform that enables medical practices of all sizes to make care more informed, more personalized, more interactive, and more adaptable. Our platform has been used by thousands of physicians who in turn have provided care to millions of patients. Our products can be completely tailored to any medical practice—small, large, or specialty—and are open to third-party innovation via a robust API. Our people and the enthusiasm for healthcare is contagious. Our philosophy “more time with patients, less time doing paperwork” drives constant innovation throughout the company. The Associate Technical Customer Support Specialist acts as a liaison with our clients, providing product information and answering questions; ultimately bringing resolutions to clients’ concerns within various SaaS solutions.  

Responsibilities:

Assisting our external customer base via phone calls, chats, email and customer portalDiagnose, troubleshoot and resolve application, configuration and workflow questions and potential issuesBeing a business partner for our customers by understanding and consulting on all functional and configuration aspects of UpdoxProperly escalate potential issues, as needed, to the next levelCommunicate in a cheerful, helpful, and professional manner with both internal stakeholders and our customersPrecisely document required details of assigned tickets while tracking tickets through various stages of completionWork cross-departmentally with multiple teams to find, analyze, and resolve client issues.Represent the voice of the customer by sharing customer feedback about our products and serviceBe a change agent by proactively identifying and communicating areas of improvement to leadershipUtilize team tools and company knowledge base to research and resolve customer concernsProvide a World Class Customer Experience by seeking to understand the customer’s concerns with empathyActively participate in developing the company knowledge baseStrive to meet or exceed individual, department and corporate goalsContinuously seek opportunities to grow in Updox and industry knowledge

Skills and Experience needed for success in this role:

1+ years in a customer service role with technical troubleshooting experience is required1+ years in a healthcare setting is desiredAbility to manage a high volume of clients at any given timeExcellent time management, project management, and organizational skillsA positive and proactive approach to handling challenging situationsExceptional listening skills, with attention to detailAbility to prioritize tasks and carry out responsibilities with directionAbility to work with a global team in a remote work environmentExperience demonstrating empathy while working directly with customersExcellent problem solving and analytical skillsOutstanding oral and written communication skillsAbility to convey technical information to a general audienceAptitude for learning new technologies quicklyAbility to understand and follow customer service procedures and policiesExperience with Salesforce and Jira are a plus

Where:
The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position.

Benefits and Perks:

Flexibility to work where/how you want within your country of employment – in-office, remote, or hybridContinued investment in your professional development through UdemyRobust health and wellness benefits, including an annual wellness stipend401k with up to a 4% match and immediate vestingFlexible and generous (FTO) time-offEmployee Stock Purchase ProgramStudent Loan Repayment Program

Compensation: The target base compensation for this position is $20.50 - $22.00 USD per hour in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.

EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!