Customer Service Specialist - Boston, United States - Biofourmis

Description

Biofourmis is a rapidly growing, global digital health company filled with committed, passionate professionals who care about augmenting personalized care and empowering people with complex chronic conditions to live better and healthier lives.

We are pioneering an entirely new category of medicine by developing clinically validated, software-based therapeutics to provide improved outcomes for patients, smarter engagement & tracking tools for clinicians, and cost-effective solutions for payers.

We are collectively devoted to a single-minded idea: powering personally predictive care.

Our dynamic growth has been marked by doubled headcount in the last 12 months via both expansion & acquisition, yielding a global footprint with offices in Boston, Singapore, Bangalore, and Zurich.

We are backed by prominent international venture capital investment & have cultivated relationships with worldwide healthcare stakeholders over the last 5 years.

Our talented team features numerous PhD's in Data Science and Biostatistics, over 80 patents, prolific scientific publications, world-class systems, developers & engineers, and leaders in the clinical operations space.

Role Overview
As the primary contact for our end-users, the Customer Service Specialist will provide
outstanding service by answering questions, assisting with user compliance, onboarding,
offboarding and minor troubleshooting. In addition to assisting our users, the Customer Service
Specialist acts as a subject matter expert and liaison with internal teams to optimize service
delivery, internal processes, and product improvements. This role sits within the Customer
Success Organization and reports to the Managers of Customer Support. Success in this role is
demonstrated by providing an unparalleled level of service to users, exhibiting deep product
expertise, adherence to contractual service level agreements, and successfully meeting or
exceeding team and individual performance metrics.
Responsibilities
Provides exceptional service to users
Handle user inquiries via multiple channels (email, in/outbound calls, etc.) in a timely,
polite, and professional manner
Listen to users; identify, research, and understand their needs; resolve user issues
Assist users with onboarding onto the mobile app and walking through hardware set up.
Assist users with offboarding and retrieval of equipment.
Assist with hardware compliance.
Able to follow unique customer scripts.
Recognize, document, and alert on trends
Meet or exceed individual/team performance metrics and client contractual SLAs.
Requirements
Ability to work in flexible hours as needed, this includes weekends.

The ideal candidate will be based in Boston as this role will be hybrid, requiring two days in office minimum.

Minimum of 1 to 3 years customer service experience in a high call volume call center
Experience with ticketing systems like Salesforce
General understanding of mobile OS such as iOS and AndroidOS
Excellent verbal and written communication skills
Good attention to detail and commitment to quality
Ability to multi-task and pivot in this fast moving start up.
Ability to work well with people and within cross-functional teams
Ability to work with a wide range of age demographics and identify end user
needs/challenges through active listening and resolution
Knowledge-driven Mindset: Enjoys learning, growing, and continuously improving not only themselves, but looks to help improve their team, the customer experience, and ultimately the company through the supportive notion of people, processes, and technology

Master of Simplicity:
The organizational skillset to quickly assess a problem, sort it all out, and then present to the customer the simplest answer possible to resolve their problem

Strong Communicator:
Both verbally and in writing, the ability to document, translate, and clearly articulate ideas and information in an authentic way
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