Customer Service Specialist
Med Bill, L.L.C
Customer Service & Support
Job Summary
The Customer Support Specialist ensures customers receive prompt, professional, and empathetic support through the optimization and execution of customer support workflows. This role facilitates effective communication between customers and the software development team and contributes to the growth and success of TrueSight.
- Minimum Qualification : Bachelors
- Experience Level : Mid level
- Experience Length : 3 years
- Working Hours : Full Time
Job Description/Requirements
Key Responsibilities
Ticket Response
· Troubleshoot TrueSight Support tickets and bring them to successful resolution
· Escalate support tickets when needed
· Develop and maintain customer support templates and FAQs to drive efficiency and consistency
· Track ticket trends and collaborate on solutions to enhance system performance and user satisfaction
· Maintain customer satisfaction tools to monitor software success
Collaboration
· Support the software development team with bug documentation and fixes
· Assist in the onboarding and implementation for new customers in TrueSight and TrueSight applications
· Assist with the development of TrueSight training and documentation
· Participate in cross-functional discussions to ensure customer feedback informs product roadmaps.
Communication and Customer Service
· Communicate product updates and new features in clear and customer-friendly language
· Serve as a customer advocate, ensuring user needs are represented in product development
· Provide customers with introductory information, feature training, and documentation on TrueSight applications
Key Competencies
· Able to digest imprecise problem descriptions and decipher root cause
· Desire to develop into a leadership role
· Collaborative, team-oriented, and dependable
· Professional verbal and written communication, delivered empathetically
· Able to explain complex issues in a useful way
· High attention to detail and accuracy
· Proven organizational and prioritization skills with an emphasis on time management and multi-tasking
·
Critical thinking and problem-solving ability
Qualifications
- · Associate’s degree or higher education in a relevant field, or equivalent experience
- · 2+ years customer support, technical writing, or other experience with software applications or customer service
- · Experience and knowledge of DME and medical billing a plus
- · Experience with ticketing systems (Zendesk, Jira, Freshdesk, etc)
***Candidate must have proper working Home Network to be eligible
Pay: Starting Ksh 325/hour
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