Customer Support Representative - New York, United States - Stellar Services

Description

**Customer Support Representative**

at Stellar Health New York City / Remote Friendly Its an exciting time to join the business: we have a proven product and operating model and are well funded. Our covers a wide range of experience and skills - having built multiple best-in-class technology products in their careers, with deep healthcare knowledge and experience in starting successful companies from the ground up (more about the company at ). **About Stellar Health:**

Healthcare costs are one of the biggest problems in the United States today. At Stellar Health, we are building a platform that helps Healthcare Providers (doctors and support staff) improve the quality of care they provide while also reducing their costs. In the end, these improvements make patients healthier.

Stellar Healths product is actively used by over 100 Medical Groups - and we have proven that it makes a real difference for these practices and their patients. As our impact continues to show measurable results, our book of business is growing and the number of end users is growing in parallel.

**About the position:**

Stellars Operations Team is seeking a Customer Support Representative (CSR) who will be a key link between our company operations and our customers. The CSR is responsible for providing world-class customer service through accurate and timely response to customer inquiries. The CSR understands the day-to-day aspects of supporting customers including managing tickets, authoring knowledge base articles, and providing customer experience feedback to our Stellar team.

**What youll be doing:**

Working directly with customers in an efficient and friendly manner to resolve issues for Stellar users in a tracked, standardized way (e.g. troubleshooting account access, assisting with the use of the Stellar app)

Understand the Stellar app and be an advocate for the needs and concerns of our users

Escalate potential product bugs to the relevant product and customer stakeholders

Triage support tickets based on priority, level of support required, and internal team contributions needed

Author and publish help content to improve self-service resources

Accurately capture notes, document activities, and manage cases in a clear and actionable way for teammates and customers

Build processes to grow and scale Stellar support

**As the Customer Service Representative, you should have:**

Associates degree, Bachelors preferred

Prior experience in a software/ technical support role

Dedication to delivering world-class customer experience. You exhibit empathy, courtesy, helpfulness and efficiency.

Excellent communication, interpersonal skills, and professional writing skills to clearly articulate information and make recommendations that improves the customer experience

Strong critical thinking, organizational skills and the ability to work effectively in a fast paced, ever evolving environment

Love for teamwork and the ability to work with different internal groups to enhance our customers experience

Experience with Zendesk helpful, but not required

**Pay, Perks & Such:**

We offer a full slate of benefits, including competitive salaries, stock options, medical, dental, vision, life and disability coverages, a 401k program and flexible vacation.

**Note on COVID response:**

At this time, Stellar is offering a hybrid work environment for those employees who wish to go into our office. We will not be requiring employees to work from our office until 2022. If you would like to learn more about our COVID response measures and Return to Office plans, please mention this when you speak with a Stellar Recruiter.

**Diversity is the key to our success.** Stellar Health is an equal opportunity employer and we are open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, veteran status, or any other legally protected status.

We believe that diverse teams -and the different identities, cultures, and life experiences our team members bring to the table- enable us to create amazing products, find creative solutions to interesting problems, and build an inclusive working environment.

We encourage everyone to apply to our roles, even if they do not meet every single qualification on a job description, and our team is committed to reviewing every resume submitted.

Given that Stellar is planning to support in-office, hybrid, and remote employees when we formally open our new NYC office in January 2022, please indicate your preferred location/work structure: *

**U.S. Equal Opportunity Employment Information (Completion is voluntary)**

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