Customer Support Specialist

Chicago, IL, United States

Company Description

Please note that we are NOT currently offering sponsorship for this position and all applicants must be currently based in the Chicago-land area or willing to relocate. This position is "in-office" for at least 90 days and then eligible for a hybrid schedule based on performance milestones.

Medtelligent provides the most innovative, easy to use, and comprehensive senior living software solution on the market. The Medtelligent team designs, builds, tests, delivers, and supports Medtelligent's flagship product ALIS (pronounced "Alice" and stands for Assisted Living Integrated Solution).

By 2030, there will be nearly 1 billion people worldwide that are 65 years old (or older). Medtelligent is committed to being the go-to software solution for independent living, assisted living, and memory care companies because the Medtelligent team passionately believes we create a product that leverages technology to solve the real world challenges faced by senior living companies, communities, staff, and residents.

Given the nature of the meaningful work performed by the ALIS software and in light of the team's commitment to being exceptional for our clients, it is a requirement for all open positions at Medtelligent that individuals who join the team are genuinely excited to do their job every day and are passionate about ongoing personal and professional development.

Medtelligent is looking for humans that are optimistic, curious, honest, and passionate about being part of something important. We are looking for people that look forward to coming to work and being part of a team and company that builds a product that matters.

Job Description

As support specialist, you will be responsible for directly helping clients, internal teams, and third party vendors troubleshoot issues with the ALIS software product over the phone (mainly) and also via email. This position is absolutely critical to the frontline community staff that rely on the ALIS support team for assistance and the members of this team take their job of helping people seriously. If you dislike taking phone calls or connecting with people voice to voice - this position is not for you!

ALIS clients are very kind and appreciative of the help the support team gives so this is not a call center or consumer complaint type job - it is a position in which you truly get to know front line workers and assist them in navigating the ALIS software and technology concepts. Individuals that succeed in this position are great on the phone, build strong relationships, have a passion for leveraging technology to solve real world problems, and love finding a way to "say yes".

Members of the support team also work to develop technical "specialities" related to different parts of the ALIS software (clinical, billing, CRM, integrations, pharmacy, etc.)

Job Responsibilities:

Learning the ALIS Software; studying each module and learn how to troubleshoot common support issues; be able to help others learn the software;

Answering phone calls and emails to provide first and second level customer support;

Using internal tools like ZenDesk, Hubspot, JIRA, Google Calendar and more to track support tickets to conclusion;

Learning about the assisted living industry through training with co-workers and interactions with clients

Specializing in one or more areas of the application (clinical, billing, CRM, integrations, pharmacy, etc.)

Participating in on-call (off hours) support responsibilities

Qualifications

Required Skills:

2-3 years of experience working in customer support for a Financial services platform and/or a Client services platform

Technologically savvy: You like to help others troubleshoot technology and hardware issues and you have an interest in new technologies and data. Good with G-Suite, Gmail, word, and excel.

Reliable: You show up at work for your team and the clients and look forward to doing it.

Positive and optimistic attitude: You look at the bright side of life and generally speaking, have a good attitude and professional demeanor.

Calm and collected: You aren't pulled into drama or anxiety but can see clearly in order to help others.

Good communicator: You are transparent with information and pay attention to details.

Patient and Kind: You do not get frustrated with people that are less knowledgeable or tech savvy than yourself. You are empathetic and kind to others.

Good judgment: You can prioritize needs appropriately.

Detail oriented: You care about getting small details right.

Committed to ongoing personal and professional growth. Seeks to grow and evolve in ways related to career development and personally.

High integrity: You tell the truth even when it is hard to do so. You avoid drama and gossip and prefer to bond over growth, positivity, and optimism.

Adaptable and flexible: You don't freak out if plans change or meetings get moved.

Solution oriented: You take ownership to actually solve problems instead of just reporting all of the issues.

Strives for excellence / finding ways to delight clients: Not just someone looking to cross a task off their list but spending time to over deliver and leave the relationship better than you found it. The company and this team commits itself to high standards for reliability and performance.

Preferred Experience:

Strong interest in helping communities and learning about their business as to help consult on process transformation from electronic to paper;

Experience with G-Suite, Word, Excel, Zendesk, JIRACRM usage, and ticket writing;

Excel skills (including pivot tables and v-lookups) or solid skills with interest in learning.

Additional Information

Benefits:

Hands on involvement in a meaningful product that helps people directly everyday

Working on a team of diverse, smart, collaborative, and kind humans

Good balance of personal autonomy and team collaboration on projects

8+ Company Holidays + 2 Floating Holidays

Medical, dental and vision insurance with a large portion subsidized by the company (over half of current employees pay between $0.00 and $25.00 per month out of pocket)

401k Plan + Matching up to 4%

Employee Length of Stay Rewards Program including Equity Rights eligibility

Regular department meetings, 1:1s, quarterly feedback sessions, regular full "state of the company" meetings

Training on advanced technology concepts and senior living

Regular client interactions and feedback

No formal cover letter is needed but please include a few sentences describing why you are applying for this position specifically.

Medtelligent reaches out to certain candidates for quick phone calls to gather additional information - these usually last about 10 minutes and are scheduled in advance and according to your schedule. After the phone screen, candidates that are selected to proceed in the process will do an in-person or video interview. Decisions can be made after second round interviews. In some instances, third round interviews are held.

Our team is diverse - Medtelligent values and promotes diversity. We are an equal opportunity employer and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability.