Suture Health, Inc

POSITION OVERVIEWSuture Health is looking for an entry-level but strong customer support representative with an engaging and amiable personality and an affinity for operational excellence. Your role will focus on efficiently managing customer inquiries, basic troubleshooting of a web application, and just giving our users a great experience! Experience navigating physician-office phone lines will be a good skill. There are opportunities for internal growth, so if you enjoy the intersection of healthcare and technology, and you have exceptional personal skills, this position is for you.On a typical day you will answer 10-20 phone calls and manage customer issues and questions via email using an online ticketing system. You will contact new physicians around the country to verify their information before we add them to the system and other support related activities. You will also call physician users to re-engage them if they have not signed documents in a timely manner. The environment is high volume and fast paced, but equally rewarding.

RESPONSIBILITIESFoster good relations with customers at all times.Become an expert on how to use the SutureHealth products assigned to you.Take ownership of executing and perfecting our “slow signer” follow-up process.Provide first-level customer support, including taking and routing customer calls or handling yourself as able.Proactively work to ensure effective use of Suture Health products by clients.Respond to customer and/or prospect inquiries in a timely manner.Assist with customer implementation and training.Assist with development and maintenance of training materials (literature, videos, etc) that support the implementation and training processes as needed.Work with the management team to improve customer service, implementation, and support processes.Participate in, be punctual to and prepared for regular meetings.Effectively manage administrative tasks associated with the role.Must exercise excellent written and verbal communication skills.Must display a high degree of integrity, be self-motivated, and present a positive attitude.Commit to achieving personal and company goals. Be open to accepting advice, change, and learning opportunities. Serve as leader throughout the company.Perform other duties as assigned.Have fun!

ESSENTIAL SKILLS AND EXPERIENCETechnical proficiency with web-based software is a must.Communicate Value: Be able to understand value propositions and reinforce them to our customers.Communicate Effectively: Speak, listen, and write in a clear, thorough, and timely manner using appropriate and effective communication tools and techniques appropriate for multiple organizational levels.Leadership: Positively influence, without direct authority over others, to achieve results that are in order to achieve necessary goals. Foster Teamwork: Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness.Organize: Strong organizational skills and attention to detail to set priorities, develop a work schedule, monitor progress towards goals, and track details/data/information/activities.Plan: Ability to create and implement plans based upon available information, and evaluate the process and results.Flexibility: Ability to adapt or work methods in response to new information, changing conditions, or unexpected obstacles; effectively deals with ambiguity. Ability to see ‘ambiguity’ as an opportunity as opposed to a hurdle, thrive on challenging yourself to push beyond conventional thinking.Solve Problems: Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem.Make Decisions: Assess situations to determine the importance, urgency and risks, and make clear decisions that are timely and in the best interests of the company. Responsibility: Strong sense of ownership and high attention to detail.Learn quickly: Innovative and assertive, with the ability to investigate and assess situations quickly Work Autonomously: Ability to work independently, yet seamlessly integrate activities with other teams when needed.