Client Support Specialist
Company Description
Operating in one of the fastest growing markets - senior living - Medtelligent builds, delivers, and supports the leading integrated software solution for assisted living communities: "ALIS" (pronounced “Alice” and stands for Assisted Living Intelligent Solutions ). Because we work in an industry based on caring for people it is important that you truly enjoying caring for and anticipating the needs of others.
Mission: Our mission is to build technology that improves the quality of life for our clients, and to be a leader in the ever-changing technology landscape in the assisted living industry. Our desire to help people is insatiable and is reflected in our team and product. At Medtelligent, your work will directly impact an industry leading product that truly helps people.
Culture: The Medtelligent family is made up of creative, intelligent and kind individuals. We love to see our employees collaborate and grow, embrace the entrepreneurial spirit, and demonstrate a willingness to contribute to our company’s success. We are committed to providing rewarding experiences and helping our employees achieve their career and personal goals. We are a small company with close knit teams - each person is integral and directly involved in the growth of the company.
Job Description
The right person for this position must be passionate about client support. Please do not apply for this job unless you love answering phone calls (including during on-call hours), responding to email tickets, monitoring a queue of tickets and being extremely nice to people. You will be part of the client support team, where we are the first line of defense for our clients. If they need help with anything, we are here to help them!
The ideal candidate:
- is a self starter, takes initiative to dig into issues and solve them. Does not wait to be given instructions but rather takes their own initiative to be efficient.
- is an ‘all hands on deck’ team member who will be the first to offer to pitch in and help.
- Someone who doesn’t run away from problems but rather embraces them.
Qualifications
Job Responsibilities:
Learning the ALIS Software; studying each module and learn how to troubleshoot common support issues; be able to help others learn the software
Use internal tools like Hubspot, JIRA, Google Calendar and more to track support tickets to conclusion;
Learn about the assisted living industry through training with co-workers and interactions with clients
Help document support team standards and procedures;
Answer phone calls and offer first level software support;
On call (off hours) support responsibilities;
Lead by example while building a strong support team (adding new people).
Required Skills:
Passionate about customer service and support.
People person -- You must love interacting with people and are excellent with verbal and written communication (experience in support or client services required)
Positive and optimistic attitude.
Humble: Not afraid to admit what you don’t know or ask for help
Loves learning and teaching
Kind
Reliable
Technically savvy – advanced computer skills a must including with excel, google calendar, etc. You like help others troubleshoot technology and hardware issues and you have interest in new technologies and data
Sensitive to time – never wants to keep someone waiting – will turn around tickets quickly but thoroughly. Efficient.
Always find a way to say yes: If you like saying no to things this is not the job for you.
Enjoys understanding problems and providing comprehensive solutions
Detail oriented
Enjoys building and fostering relationships
Transparent with information – good collaborator
Patient: You do not get frustrated with people that are less knowledgeable or tech savvy than yourself
Additional information
Our Company Values
We show up with a good attitude and get it done - Be ready, be present, and have positive energy. We are good-natured, kind individuals who choose to be positive and optimistic. We always search for a way to say “yes”.
Do the right thing - Even when no one is looking, we all choose to do the right thing. We’re respectful to others and are honest above else. We have each other’s backs, and we aim to create an environment that feels safe and reliable. We strive to deliver on our promises, own up to our mistakes, and hold our peers accountable to the same transparency.
Growth mindset - We strive for excellence in all aspects. We are humble and are forever students. Our industry is constantly changing and so are we. We refuse to stay stagnant. We know that adaptability is key to success.
Problem solvers - We welcome the knowledge seekers and the problem solvers. We seek to understand the ins and outs of every challenge, and to approach each task with open and active minds.
We care - Our clients are devoted to providing exceptional care, and we're devoted to supporting them. We listen to our clients, we share knowledge, and we advocate for their needs.
Benefits:
Work with wickedly intelligent, diverse and super interesting people (We’re not biased, but we’re pretty awesome)
Work in the vibrant River North neighborhood of Chicago
Fun and collaborative work environment
PTO + major holidays, 401(k)
Premium insurance plan including health, dental, vision
All the snacks you could wish for
A cover letter is not required, however, please include a couple of sentences about why you think you would be a good fit for this position!
All your information will be kept confidential according to EEO guidelines.
Our team is diverse - Medtelligent values and promotes diversity. We are an an equal opportunity employer and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability.
