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< class="h3">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. 

< class="h3">Job Description

The Customer Care Specialist  is the second escalation point within the Customer Care Team for issues that cannot be resolved. In this role, you are a subject matter expert in our products, and you’re responsible for troubleshooting and resolving complex non-generic customer issues requiring detailed systems and applications knowledge. 

Responsibilities:

• Responsible for working with the client to resolve non-standard technical and workflow issues
• Responsible for having extensive product and industry workflow knowledge
• Provide product training and act as mentors 
• Responsible for escalating technical issues that could not be resolved 
• Act as a back–up 
• Provide after-hours coverage as part of an on-call rotation schedule for SLA support as needed
• Work continuously to increase product knowledge by reviewing escalated cases on a weekly basis
• Create technical bulletins to serve as a job aid and expand the knowledge base for handling support issues
• Ensure that all actions and discussions pertaining to issues escalated  are completely documented in the CRM system
• Ensure customer and partner inquiries are responded to within established timeframes and customer care and technical support service levels are achieved
• Identify, prioritize and resolve reported problems including data, account administration, desktop hardware/software, including application issues.
• Responsible for maintaining and deploying systems via automated methods
• Research, resolve, and respond to end-user issues/problems received via email, telephone, or escalations, and provide support on desktop systems
• Other duties as assigned
• Document, maintain, upgrade and replace hardware and software systems
• Maintain, analyze, troubleshoot and repair computer systems, hardware and peripherals
• Provides end user training where required
• Agile working across Customer Experience spaces when needed, including Success, Services, and Implementation/Training
• Knowledge Base content creation and cultivation, special projects, customer communications, product and tooling integration and validation, etc.
• Infrequent/occasional travel may be required for initial training and/or annual retreats

Core Competencies Needed for Success in the Role 

• Outstanding customer focus skills
• Outstanding communication skills
• Outstanding technical and functional skills
• Outstanding data gathering and analysis skills
• Outstanding interpersonal skills 
• Outstanding adaptability and stress tolerance; ability to shift between projects/tasks to keep up with workload
• Highly self motivated and directed, with attention to detail

Thrive@TherapyBrands

Thrivewithus

< class="h3">Qualifications

• 3-5 years of experience in providing customer service
• 2-5 years of technical support experience 
• 1-3 years of experience working in a remote environment preferred
• Excellent written communication and verbal skills, as well as strong listening skills
• Possesses strong customer relation skills
• Ability to handle multiple priorities
• Must speak fluent English
• Perform in an effective and timely manner all the tasks required
• Work collaboratively with other departments (e.g. Development, Product, Sales)
• Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions
• Methodically resolve the more difficult and complex production issues reported by customers and partners
• Experience working remotely and/or with distributed teams is a plus

< class="h3">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 ersity 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 erse 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.