Customer Support Specialist

• Customer Service
• Customer
• Customer Surveys

Key points Experience in a Customer Success, Customer Support, Receptionist, Customer Relations, Customer related roles Experience building and maintaining relationships (back or front) direct to customer Bilingual: German and English Your mission is to optimize the quality of service to clients of healthcare professionals and their patients, as well as to ensure excellent communication between several internal departments. Roles and responsibilities Must be innovative and a self starter Ability to think independently and make decisions applicable to the success of the customer and the team Telephone and e-mail support to our internal and external customers Conduct metric reviews for new and existing accounts to analyze training and development needs Partner with Customer Success team to provide consultation and solutions to poor performing accounts Ability to work under pressure, organize and prioritize responsibilities. Reporting of user activities with partnering departaments Ability to handle all technical and support back end questions for patients and doctors,and liaison with other departments as needed Drive retention and growth among the most valuable DM customers by understanding their business needs and helping them succeed through targeted onboarding support and training Enable successful roll-out of DM to customer’s patients, so that a self-sufficiency is achieved by a practice Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement Identify opportunities for customers to act as DM advocates (e.g. testimonials, case studies) Collaborate closely with the original Sales Executive to support upsell and cross-sell opportunities for more Monitoring or other DM solutions Marshall resources across the DM organization as needed to support customer’s product and patient issues Represent the voice of the customer to inform DM sales process and product Roadmap Information Security: Be aware of their own responsibility regarding information security Perform their work according to the applicable policies and procedures Contribute actively to the continuous improvement of our ISMS Report any observed or suspected weaknesses in our ISMS and any information security incident Ideal profile Essential Qualifications: Bachelor's degree or Customer Support experience or in any related field Bilingual: German and English, any additional language would be a plus Self sufficient with effective and professional communication skills Ability to learn and engage with new technologies with minimal training Experience in training people on technological tools Excellent interpersonal, editorial skills, and analytical skills Fluent in verbal, written, and professional English A can-do attitude and willingness to roll up your sleeves to get things done Empathetic, positive attitude with a desire to help our customers reach their goals Preferred Qualifications: Degree educated and knowledge of the dental market Experience in a Customer Success, Relationship Management, Account Management, or similar role Experience working with software solutions that need to be adopted to success within challenging customer conditions Experience building and maintaining relationships, while working to mitigate churn and drive engagement, renewals and upsell/cross-sell Excellent knowledge of technology and especially strong in social networking and communication technology (Skype, Zoom, Linked-In and Office software) Curious and passionate about new technologies Knowledge of Gmail (including Google Suite/Google Docs), CRM/Salesforce, Excel, and MAC Apple products Clinical experience Current gross salary:25k/year