Customer Service Representative - Boston, United States - WITHINGS

WITHINGS
WITHINGS
Verified Company
Boston, United States

2 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description
ithings is on a mission to be the trusted leader in clinical-grade smart health devices.

Already the leading innovator of smart scales, our product portfolio includes connected scales, connected blood pressure monitors, sleep monitors, thermometers, and health/activity wearables.


Historically a B2C company, Withings created a new B2B division - Withings Health Solutions - in 2019, to extend Withings' offering to the Healthcare industry and help bridge the gap between patients and their providers.


Today, our products enable a diverse and growing set of innovators in the healthcare industry to better take care of their patients.

From chronic condition management to remote patient monitoring and clinical research, Withings has dedicated solutions that provide the richest array of accurate, real-world data, thanks to our complete ecosystem of connected devices, data connectivity options, and our remote patient monitoring platform.


Withings Health Solutions is a fast-growing division within Withings and we are looking for talented individuals to help us build the future of healthcare.


Reporting directly to WHS (Withings Health Solutions) Customer Support Manager, the primary role of WHS Customer Support Representative is to to be the point of contact of their dedicated products, partners or services.

This role will have a direct impact on the overall spending of the customer service team with the goal of decreasing the incoming ticket volume and the improvement of customer satisfaction.

The Customer Service Representative will have great understanding of the partner and device-end-user (DEU) frictions and share the Voice of Customer.

The WHS Customer Support Representative will work closely with:


  • WHS CSM/Sales
  • Solution Engineers
  • Product Management
  • Customer Support
  • Quality Assurance
What you'll do

  • Perfectly handle the internal queues with a very high outsourcing rate and low breaching tickets.
  • Lead in enriching the internal knowledge base (training).
  • Improve reports on Withings products.
  • Lead crossteam projects in order to have a direct impact on top contact reasons.
  • Analyzing key indicators: proposing solutions to improve the customer experience, and reduce the contact rate on highvolume topics.
  • Improve reports on Withings products.
  • Lead crossteam projects in order to have a direct impact on top contact reasons.
  • Analyzing key indicators: proposing solutions to improve the customer experience, and reduce the contact rate on highvolume topics.

Requirements:


  • Technical Field Associates Degree or above with 0 3 years of customer service experience with a product that is hardware or classified as SAAS
  • No Degree with at least 13 years of customer service experience with a product that is hardware or classified as SAAS
  • Ability to problem solve with the the use of deep critical thinking based questions
  • Ability to bring best practices and optimize processes
  • Strong interpersonal skills, with the ability to build credibility instantly
  • Passionate about providing a good customer support experience
  • Strong attention to details skills, with a drive to complete things with a high level of excellency
  • Ability to adhere to deadlines and 24 hour communication SLAs
  • Experience with healthcare industry is a plus but not required
  • French or Spanish language skills is a plus but not required

Benefits:


  • 401(k)
  • 401(k)
matching

  • Dental insurance
  • Health insurance
  • Onthejob training
  • Paid time off
  • Parental leave
  • Vision insurance

Experience level:

  • 1 year
  • 2 years
  • No experience needed
  • Under 1 year

Shift:

  • 8 hour shift

Weekly day range:

  • Monday to Friday

Work setting:

  • Hybrid work
  • Office

Ability to Commute:

  • Boston, MA required)

Ability to Relocate:

  • Boston, MA 02110: Relocate before starting work (required)

Work Location:
Hybrid remote in Boston, MA 02110
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