Customer Success Specialist Tier 1 Tier 2

About the Role

As a success specialist you will be responsible for directly helping clients internal teams and third party vendors troubleshoot issues with the ALIS software product over the phone (mainly) and via email. This position is absolutely critical to the frontline community staff that rely on the ALIS success team for assistance and the members of this team take their job of helping people seriously. If you dislike taking phone calls or connecting with people voice to voice - this position is not for you!  

ALIS clients are very kind and appreciative of the help the success team gives so this is not a call center or consumer complaint type job - it is a position in which you truly get to know front line workers and assist them in navigating the ALIS software and technology concepts. Individuals that succeed in this position are great on the phone build strong relationships have a passion for leveraging technology to solve real world problems and love finding a way to say yes.

Members of the success team also work to develop technical specialties related to different parts of the ALIS software (clinical billing CRM integrations pharmacy etc.)

What youll be doing...

• Monitoring and responding to phone calls and emails

• Report on investigate and respond to all tickets and escalations 

• Timely maintenance of  information in ticket tracking system

• Specialization in a/multiple ALIS modules

• Participation in on-call rotation

• Special projects and form markup

• Answering phone calls & emails

• Participate in on-call (off hours) success responsibilities 

• Document outcomes of customer interactions 

• Attend scrum meetings

• Track progress toward ticket goals

• Attend PM / specialization meetings

• Write escalation tickets

• Attend L10s & fill out score cards

• Sync with Team Lead on status toward goals

• Review customer specific SOPs

• Execute on long-term projects

• Focused goals toward specialization

• Learn new success tools & practices

• Reach specialization milestones

Qualifications :

Youll Thrive in This Role If You Are

• Reliable: You show up at work for your team and the clients and look forward to doing it. 

•  Positive with an optimistic attitude: You look at the bright side of life and generally speaking have a good attitude and professional demeanor. 

• Calm and collected: You arent pulled into drama or anxiety but can see clearly in order to help others.

• A Good communicator: You are transparent with information and pay attention to details. 

• Patient and Kind: You do not get frustrated with people that are less knowledgeable or tech savvy than yourself. You are empathetic and kind to others.

• Continuously Displaying Good judgment: You can prioritize needs appropriately.

• Detail oriented: You care about getting small details right. 

• Committed to ongoing personal and professional growth: You seek to grow and evolve in ways related to career development and personally.  

• Continuously Displaying High integrity: You tell the truth even when it is hard to do so. You avoid drama and gossip and prefer to bond over growth positivity and optimism. 

• Adaptable and flexible: You dont freak out if plans change or meetings get moved.

• Solution oriented: You take ownership to actually solve problems instead of just reporting all of the issues.

• Striving for excellence / finding ways to delight clients: Not just someone looking to cross a task off their list but spending time to over deliver and leave the relationship better than you found it. The company and this team commits itself to high standards for reliability and performance. 

• Technologically savvy: You like to help others troubleshoot technology and hardware issues and you have an interest in new technologies and data. Good with G-Suite Gmail word and excel.

Additional Information :

Why Youll Love It Here:

• 10 days of PTO ( year 1)  

• 8 Company Holidays ( office will be closed) 

• 2 Floating Holidays 

• Subsidized Medical dental and vision insurance 

• 401k Plan Up to 4% Matching

• Pre-tax Commuter Benefits 

• Flexible Work arrangements available 

• Casual Dress 

• Referral Bonuses 

• Employee Assistance Fund

• Paid Parental Leave

• Paid Jury duty & Bereavement Leave 

• Length of stay rewards 

• Company bonus pool

• HSA and FSA

• Life Insurance policy subsidized by Company

ALIS values and promotes diversity. We are 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. All candidates are subject to a background check.

Remote Work :

No

Employment Type :

Full-time