Customer Support Representative

Definitive Healthcare

Analytical Wizards is part of the Definitive Healthcare family. We balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what’s now to what’s next by unlocking the value of their data and applications to solve their challenges, achieving outcomes that benefit both business and society. Our people are our biggest asset, they drive our innovation advantage and we strive to offer a flexible and collaborative workplace where they can thrive. We offer industry-leading benefits packages to promote a creative and inclusive culture. If driving real change gives you a sense of pride and you are passionate about powering social good, we’d love to hear from you.

Position Overview:

Join us as a Customer Support Representative and be at the forefront of providing exceptional support to our valued clients. This role is not just about assistance; it's about becoming an integral part of a team that values your contributions and offers room for advancement.

Job Summary:

As a Customer Support Representative, you will work with the Customer Value Delivery organization to deliver rapid assistance to client inquiries. Your challenge goes beyond just providing support; it's about becoming the linchpin of exceptional customer experiences.

Job Responsibilities:

Login Assistance: Aid customers facing login issues, guiding them through the login process, and troubleshooting any problems they encounter.
Password Resets: Help customers reset their passwords securely, ensuring their accounts remain protected and accessible.
General Account Maintenance: Assist customers in managing their accounts, updating information, and resolving account-related queries.
Technical Troubleshooting: Identify and diagnose software-related issues, escalating complex problems to the appropriate teams for resolution.
Customer Communication: Respond to customer inquiries via email, chat, and tickets promptly and professionally, ensuring a positive and empathetic interaction.
Documentation: Maintain accurate records of customer interactions and resolutions in our CRM system.
Knowledge Sharing: Continuously update your knowledge of our software and services to provide effective support and share insights with the team.
Collaboration: Collaborate and communicate with the broader Support Team, Customer Experience Team, and Product Teams timely and efficiently.

Qualification:

1-4 years of experience working in a professional environment, ideally directly within a customer support or custom facing function.
Excellent communication skills in English, both written and spoken.
Strong problem-solving abilities and attention to detail.
Empathetic and patient demeanor when dealing with customer inquiries.
Basic technical knowledge and the ability to learn and adapt to new software quickly.
Previous customer support experience is preferred, but not mandatory.
A passion for helping people and a commitment to delivering exceptional customer service
Zendesk Experience preferred but not mandatory
General understanding of US Healthcare System is preferred, not mandatory