Support Specialist I
Modernizing Medicine
We are united in our mission to make a positive impact on healthcare. Join Us!
- South Florida Business Journal, Best Places to Work 2024
- Inc. 5000 Fastest-Growing Private Companies in America 2024
- 2024 Black Book Awards, ranked #1 EHR in 11 Specialties
- 2024 Spring Digital Health Awards, “Web-based Digital Health” category for EMA Health Records (Gold)
- 2024 Stevie American Business Award (Silver), New Product and Service: Health Technology Solution (Klara)
Who we are:
We Are Modernizing Medicine (WAMM)! We’re a team of bright, passionate, and positive problem-solvers on a mission to place doctors and patients at the center of care through an intelligent, specialty-specific cloud platform. Our vision is a world where the software we build increases medical practice success and improves patient outcomes. Founded in 2010 by Daniel Cane and Dr. Michael Sherling, we have grown to over 3400 combined direct and contingent team members serving eleven specialties, and we are just getting started! ModMed is based in Boca Raton, FL, with office locations in Santiago, Chile, Berlin, Germany, Hyderabad, India, and a robust remote workforce with team members across the US.
We are hiring a Customer Support Specialist who works in coordination with our Customer Success Team to provide an exceptional customer experience while investigating issues, providing solutions, and contributing to the success of Klara’s users. This role embodies Klara’s core values: “Our users always come first,” “We’re driven to improve people’s lives,” and “We’re in this together.” This role is an expert on the overall Klara product, with a focus on the creation and modification of the eForms component of the Klara product. You will be an advocate for the needs and concerns of our users. The work you do directly impacts Klara’s success and the efficiency of the business.
Your Role:
- Build and modify Klara electronic forms for our customers.
- Provide support to our customer base in response to Klara product requests and problems reported by our customers.
- Coordinate across departments to provide support through all stages of the customer’s journey.
- Execute an exceptional customer support experience- including responding quickly to questions (via email and online chat) and following up on reported issues.
- Investigate bugs and file tickets with our Engineering team when appropriate.
- Collect customer feedback and advocate customer needs cross-functionally
- Identify patterns in support interactions, then take appropriate action to address these patterns
- Help out with various Customer Success projects as needed
Skills & Requirements:
- Have 3+ years of experience in a support role.
- Have a basic knowledge of web technologies, including knowledge working with mobility focused applications.
- Consider empathy and patience to be among your top strengths.
- Have an aptitude for digesting and communicating technical concepts across audiences of varying technical ability.
- Excel at identifying problems, discovering root causes, and working quickly to find long-term solutions.
- Communicate with a professional, upbeat, and friendly tone.
- Prioritize well, especially while under pressure.
- Thrives collaborating in a team setting as well as working autonomously.
ModMed Benefits Highlight:
At ModMed, we believe it’s important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits, including:
- Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution,
- 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
- Generous Paid Time Off and Paid Parental Leave programs,
- Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs,
- Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed,
- Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning,
- Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles,
- Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.