Operational CRM Support Specialist - Raleigh, United States - Pear Therapeutics
Description
Field incoming technical support requests to provide exceptional customer service
Lead new account creation for external users
Assist in new account creation for internal users
Participate in User Acceptance Testing of future releases
Build rapport and elicit problem details from internal customers
Communicate issue resolution status to manage customer expectations
Escalate issues as necessary and support escalated issues through completion
Keep customers informed of the status of unresolved issues through period updates
Evaluate issues to identify common occurrences that may be handled through system enhancements
Create and run ad-hoc reports for managing support KPIs
Create and run ad-hoc reports for customers
Maintain and expand documentation for issue resolution that can be shared through a knowledge base
**EXPERIENCE REQUIRED:** * Bachelors degree in technology or equivalent experience
2-5 years of experience supporting multiple technology platforms
Strong written and verbal communication
Strong troubleshooting and problem-solving
Strong computer skills, including the ability to quickly learn new systems and features
Healthcare experience is preferred
Salesforce Health Cloud and Salesforce Communities experience is preferred
Ability to thrive in dynamic environment
Ability to manage high volume requests in a fast-paced, entrepreneurial environment
Atlassian products: Jira and Confluence
You must be fully vaccinated against COVID-19 prior to your start date, and must remain fully vaccinated throughout employment, including receipt of booster doses as recommended by federal, state, and/or local health authorities, unless an accommodation is granted by Pear for medical or religious reasons in accordance with applicable law.
**About Pear Therapeutics:**
Pear Therapeutics is the leader in prescription digital therapeutics, or PDTs. Pear aims to redefine medicine by discovering, developing, and delivering clinically validated software-based therapeutics to provide better outcomes for patients, smarter engagement and tracking tools for clinicians, and cost-effective solutions for payers. Pear has a pipeline of products and product candidates across therapeutic areas, including the first three PDTs with disease treatment claims from FDA. Pears lead product, reSET, for the treatment of substance use disorder, was the first PDT to receive marketing authorization from FDA to treat disease. Pears second product, reSET-O, for the treatment of opioid use disorder, was the first PDT to receive Breakthrough Designation. Pears third product, Somryst, for the treatment of chronic insomnia, was the first PDT submitted through FDAs traditional 510(k) pathway while simultaneously reviewed through FDAs Software Precertification Pilot Program.
**TEAM:**
The newly created Patient Service Center (PSC) team is critical to Pears mission to create a better world by pioneering software as treatment for serious disease. The PSC team will be on the frontlines assisting patients and prescribers in enrolling, navigating and supporting patient access to Pear products. This team will contribute to the design and execution of the first ever, all digital Patient Services Center and enable Pears evolution into a Virtual Care model **.**
**POSITION SUMMARY:**
As a **Techncial CRM Support Specialist** you will dive deep into systems that allow Pear to provide services to our patients and healthcare providers. You will directly support the operations team to maintain and improve our all-digital operations by handling technical CRM support requests from internal users and keeping the stakeholders informed of resolution progress. In this effort, you will be responsible for supporting customers who are using proprietary Pear software and dashboards across several platforms while escalating larger issues. Additionally, you will be responsible for communicating resolution progress, making recommendations to improve processes, and maintaining documentation related to the operations of the Patient Services Center.
**RESPONSIBILITES:**
**Equal Employment Opportunity:**
Pear Therapeutics is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion or religious creed, ancestry, age, sex (including pregnancy, childbirth, breastfeeding and related medical conditions), sexual orientation, gender identity or gender expression, national origin, genetic information, qualified physical or mental disability or handicap, medical condition, qualified military or veteran status, or any other basis protected by applicable law. Pear Therapeutics also follows all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfers, leave of absences, compensation and training.
**U.S. Equal Opportunity Employment Information (Completion is voluntary)**
Individuals seeking employment at Pear Therapeutics are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.
Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.
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