Product Support Specialist

About Collectly: Collectly is a fast-growing and profitable healthcare tech startup that leverages proprietary interfaces with electronic health record systems to improve the patient's financial experience. Over 300,000 patients are engaged daily across thousands of medical practices in the United States to accelerate and increase patient cash flow, streamline pre and post-service billing operations, and provide the best patient experience that works for all demographics.

Job Overview: We are seeking a detail-oriented and customer-focused Product Support Specialist with experience in healthcare tech to join our team. The Product Support Specialist will play a vital role in providing technical assistance, troubleshooting, and exceptional support to our clients utilizing our healthcare SaaS products.

Responsibilities:

• Client Support: Serve as the first point of contact for clients seeking technical assistance and support related to our products via email, phone, or chat.
• Issue Resolution: Identify, troubleshoot, and resolve product-related issues reported by clients, ensuring timely and effective solutions to maintain client satisfaction.
• Documentation: Document support interactions, troubleshooting steps, and solutions in a clear and concise manner to create a comprehensive knowledge base for both internal and external use.
• Feedback Collection: Gather client feedback on product functionalities, issues, and enhancement requests, and communicate these insights to the product development and management teams.
• Collaboration: Collaborate closely with cross-functional teams including product development, quality assurance, and implementation teams to escalate and resolve complex issues.

Requirements:

• Experience: 2+ years of experience in a technical support role, preferably in a SaaS environment within the healthcare industry.
• Technical Aptitude: Proficiency in understanding software applications to troubleshoot and identify technical issues. Familiarity with healthcare SaaS platforms is a plus.
• Customer Service Skills: Exceptional customer service and communication skills to effectively assist clients and resolve issues in a professional and courteous manner. Preferably in a start-up environment.
• Problem-Solving: Strong analytical and problem-solving skills, including diagnosing product issues and bugs, with the ability to prioritize and manage multiple tasks in a fast-paced environment.
• Documentation Skills: Ability to document support interactions and technical solutions clearly and comprehensively.
• Communication Skills: Excellent written and verbal communication skills to convey technical information clearly and concisely.
• Team Player: Collaborative attitude with the ability to work effectively within a team and across departments. Adaptable team player who thrives in a fast-paced environment. Comfortable in a collaborative culture, both giving and receiving feedback.

What We Offer:

• Unlimited PTO
• Stock Options
• 401k with company match
• 100% employer covered medical benefits (including vision and dental)
• Student loan contribution
• Strong company culture and values