Address inbound customer inquiries regarding our platform’s features
Answer all inbound support emails within 60 minutes or less, continually striving for faster response times
Triage incoming customer support emails to specialized CS team members as needed
Participate in live chat during our standard business hours
Schedule live customer screen-sharing sessions and phone calls as needed
Investigate and troubleshoot complex customer questions using intuitive problem-solving skills
Identify patterns in incoming support emails and chats, and keep an eye out for potential issues
Escalate product issues to our Technical Support Specialists
Contribute to our ambitious conversion rate goals by conducting live onboarding calls with customers in a free trial
Maintain alignment with the larger Customer Success team and other internal stakeholders
Identify and report knowledge gaps and work to get them added to our knowledge systems
Work with other SimplePractice teams to handle customer inquiries when inter-department collaboration is needed

1-2 years in a customer support or service industry role, serving a diverse and professional customer base
You have a bachelor’s degree from an accredited college or university
English proficiency
Demonstrated the ability to self-manage towards a set of defined goals & prioritize among many different tasks
A sense of urgency to complete work efficiently and accurately
Comfortable with ambiguity to determine the best solution for our customers
Comfortable with simultaneously managing and troubleshooting a large number of computer-based programs, applications, and toolsets to perform job duties (e.g., Slack, Asana, Zendesk, Google Workspace)

Customer Support Specialist

Key skills