Client Support Specialist (Office Ally)
About the role
Provide timely, professional, and courteous support to clients through inbound and outbound phone interactions.
Resolve client issues across the full Office Ally product suite, including technical, workflow, billing, and account-related inquiries.
Take ownership of client issues from initial contact through resolution, utilizing available knowledge resources and collaborating with internal teams when additional expertise is required.
Research, troubleshoot, and resolve complex client issues while ensuring timely follow-up and communication throughout the resolution process.
Educate clients on Office Ally products, workflows, best practices, and available resources to promote successful product utilization.
Accurately document all client interactions, troubleshooting steps, and resolutions within Office Ally's support platforms, including but not limited to Salesforce, NiCE, and other applicable systems.
Collaborate with Subject Matter Experts (SMEs) and cross-functional teams, including Product, IT, Billing, Compliance, and other departments, to resolve client issues and improve the client experience.
Analyze recurring client issues and call trends, identify opportunities for process improvements, and communicate recommendations to leadership.
Requirements
2+ years of experience in phone-based client support or contact center operations
Strong problem-solving and critical thinking skills
Excellent verbal communication and active listening abilities
Ability to manage high call volumes in a fast-paced environment
Experience with CRM systems and call handling tools
Nice to have: Experience handling complex client issues, experience resolving technical and workflow-related inquiries, experience supporting healthcare software.
Qualifications
High school diploma or equivalent
Valid driver’s license and reliable transportation (if applicable)
Skills
Strong customer service skills
Effective communication and problem-solving abilities
Ability to multitask and prioritize tasks efficiently
Knowledge of healthcare software and processes (a plus)
Benefits
Comprehensive benefits package including medical, dental, and vision coverage, 401(k) with company match, paid time off, and other benefits.
Pay
$17—$19.50 USD per hour