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Customer Support Specialist

AnswersNow

AnswersNow

Customer Service
Remote · United States
Posted on Monday, March 18, 2024

About AnswersNow

Our mission is to empower and enhance the lives of those affected by autism by providing accessible and personalized care through innovative virtual platforms. We are a rapidly growing, venture-backed digital health company delivering virtual autism care to families. Founded in 2017, we have secured funding from prominent venture capital and growth equity firms.

In the last year, our technology and network of dozens of licensed clinicians have facilitated thousands of hours of therapy to families and their children with autism. We’re driven by the tangible impact we’re having on families’ lives and are passionate about scaling our services nationally to serve even more. Our proprietary digital product:

  • Provides clients access to virtual therapy, anytime and anywhere: Bring families from assessment to therapy in as soon as 3 weeks without a waitlist or commute
  • Improves client outcomes: 97% of parents report dramatic improvements in their loved ones socially significant behaviors
  • Connects clients with expert care: Pair families with a dedicated, expert-level clinician who has a master’s degree or PhD, board certification, and over 1,000 hours of supervised fieldwork

We’re looking to bring on new talent to support our growth. At AnswersNow, we're proud to be headquartered in Richmond, VA, but our fully-distributed, remote team means we welcome applicants from across the country to join our talented, entrepreneurial team in our mission.

Customer Support Specialist
Remote, Anywhere in the US

About the role

As the AnswersNow Customer Support Specialist, you'll be the cornerstone of technical problem-solving for our families and clinicians. Your role will revolve around swiftly and accurately addressing technical hurdles, from platform access issues to connectivity challenges. Additionally, you'll collaborate closely with clinicians, reinforcing standard procedures and providing adept assistance with any technical obstacles they encounter. Think of yourself as a problem-solving rockstar, ensuring a seamless customer experience with every interaction. Strong technical skills, a passion for service, and a knack for keeping cool under pressure are a must. Join us and become the hero our customers need.

What you'll do

  • Platform Expertise: Develop an in-depth understanding of our platform's intricacies to expertly troubleshoot and resolve technical issues for clients and clinicians.
  • Rapid Response: Act as the primary point of contact, promptly resolving queries and technical challenges with precision and efficiency.
  • Collaborative Solutions: Work hand-in-hand with internal teams to identify and implement innovative solutions to technical challenges, escalating issues when necessary.
  • Self-Service Tooling: Set up and drive improvements to our self-service chat tool, Intercom, empowering users and enhancing their experience.
  • Insightful Reporting: Provide detailed weekly reports on interactions, issues, and open tickets, offering valuable insights to inform decision-making and drive continuous improvement.
  • Feature Adoption: Collaborate closely with product and engineering teams to ensure seamless adoption of new features, providing technical expertise and support as needed.
  • Feedback Integration: Gather and document user feedback, suggestions, and pain points to continuously refine our help system and enhance overall user experience.

About you

  • Technical Acumen: Demonstrate a track record of 2+ years in technical support roles, interfacing with customers to troubleshoot complex issues.
  • Customer Support: Previous experience setting up and improving customer support tools such Intercom, Zendesk, or FreshWorks. Understanding of AI technologies and their applications to improve support capabilities.
  • Communication Prowess: Possess excellent interpersonal and communication skills, with a focus on translating technical concepts into understandable language for users.
  • Proactive Problem-Solving: Exhibit a proactive approach to problem-solving, coupled with a knack for identifying root causes and implementing effective solutions.
  • Attention to Detail: Display meticulous attention to detail, especially when managing multiple inquiries simultaneously, ensuring no technical issue goes unresolved.
  • Bonus Expertise: Previous experience with telehealth, mental health or ABA clinical services.

Location and Availability

  • While remote candidates from anywhere in the US are welcome, you must be available to work between the hours of 11 AM to 7 PM Eastern Standard Time.

This role offers a unique opportunity to wield your technical prowess to positively impact the mental healthcare landscape. If you thrive on tackling technical challenges head-on and derive satisfaction from helping others overcome obstacles, we invite you to join our team at AnswersNow. Apply now and be part of a team dedicated to making a difference in people's lives through innovative solutions and unwavering support.

Our benefits include

At AnswersNow, you’ll have the opportunity to be part of a company that is revolutionizing the ABA industry. Other benefits to working at AnswersNow include competitive pay, meaningful investment in the company via stock options, generous time-off (please use it!), medical, vision and dental care options, and more.

More About AnswersNow

At AnswersNow, we’re committed to cultivating a diverse and inclusive workplace. We welcome people of all backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work. We'd love to have you come join us here! AnswersNow is fully remote and open to hiring folks within the US. For more information, please visit getanswersnow.com.