Customer Service and Support Associate (Remote US)

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/enWe are looking for a Customer Service and Support Associate to focus on our EverHealth application. 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. We’re one of the most tech-forward healthcare players in the EHR industry and our philosophy “more time with patients, less time doing paperwork” drives constant innovation throughout the company. The Customer Service and Support Associate 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 portal• Diagnose, troubleshoot and resolve application, configuration and workflow questions and potential issues• Being a business partner for our customers by understanding and consulting on all functional and configuration of our solution(s)• Properly escalate potential issues, as needed, to the next level• Communicate in a cheerful, helpful, and professional manner with both internal stakeholders and our customers• Precisely document required details of assigned tickets while tracking tickets through various stages of completion• Work 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 service• Be a change agent by proactively identifying and communicating areas of improvement to leadership• Utilize team tools and company knowledge base to research and resolve customer concerns• Provide a World Class Customer Experience by seeking to understand the customer’s concerns with empathy• Actively participate in developing the company knowledge base• Strive to meet or exceed individual, department and corporate goals• Continuously seek opportunities to grow in our solution(s) and industry knowledgeSkills and Experience needed for success in this role:• 1+ years in a customer-facing, internal support, or customer service role• 1+ years troubleshooting and or technical support experience is desired• 1+ years in a healthcare setting is desired• Ability to manage a high volume of clients at any given time• Excellent time management, project management, and organizational skills• A positive and proactive approach to handling challenging situations• Exceptional listening skills, with attention to detail• Ability to prioritize tasks and carry out responsibilities with direction• Ability to work with a global team in a remote work environment• Experience demonstrating empathy while working directly with customers• Excellent problem solving and analytical skills• Outstanding oral and written communication skills• Ability to convey technical information to a general audience• Aptitude for learning new technologies quickly• Ability to understand and follow customer service procedures and policiesEverCommerce 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!