Technical Support Specialist (West Coast)

The Company

Cerbo is a high-growth healthcare SaaS company, doing our part in the medical market to support holistic lifestyles and personalized medicine. Our software – Cerbo EHR – is a cloud-based electronic health records (EHR) and patient portal software system. Healthcare offices across the country – and some around the world – use Cerbo for most everything they do in their day-to-day operations. Cerbo originally started as a developer’s nights-and-weekends project. And has grown into one of the leading EHR systems for functional or “root cause” medicine and membership- or cash-based clinics. Because of our unique origins, we often approach things a bit differently. That is, success for us is not just about the bottom line. It’s more about providing a great product, operating with integrity, and supporting our clients and our team. During the past four years our team has grown, and thousands of practitioners and patients use our product. To this end, we’re looking for a Technical Support Specialist to join our growing team.

What You’ll Do

Our software does many different things: accounting and billing; capturing, storing, and tracking medical information; integrating with laboratories; allowing co-management of records with patients via the Patient Portal; appointment scheduling and task management; etc.

This person will provide customer support directly to the users of our software and their patients, via phone and our ticketing system. This position requires working West Coast hours. Specifically, you will:

•  Providing customer support via phone, email, and our ticketing system (Freshdesk). This will involve a regular workday schedule, with an occasional rotating weekend support shift is a must.
• Support for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement that deal with the patient portal, password resets, simple configuration changes, demographic updates, etc. 

• Resolve, triage, or escalate support issues according to SOP.
• Conduct screen-sharing calls to troubleshoot issues or answer questions.
• Write and update help articles as needed.
• Assist with lab integrations and testing.
• Build custom forms/ questionnaires using HTML/ CSS/ PHP.
• Help with testing out new or updated features.

The job requires excellent interpersonal skills, patience, and the ability to quickly gain proficiency with a complex EHR. The ideal candidate would also have customer service experience, experience in a healthcare setting and an aptitude for utilizing Freshdesk is a plus.  Experience (or interest) in basic coding (HTML/CSS, JavaScript, PHP, MySQL).

 Primary Responsibilities

• Seek out opportunities for process improvements internally
•  Work closely cross-functionally to resolve technical or process-related questions.
• Proactively identify customer needs, challenges and manage expectations
•  Complete assigned project responsibilities which include but are not limited to: account activations, setting up eFax/ePrescribing, setting up all technical integrations requested by the customer and account deactivations
• Document progress and updates; communicate whether your activities are on track/off track with the relevant stakeholders
• Develop and maintain technical expertise in assigned areas of the product functionality and utilize that expertise effectively and efficiently to help customers
•  Collaborating with Technical Support when indicated to problem solve for customers
• Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding, ensuring timely resolution, business impact evaluation and communicating the status to the end user promptly

• Solution-oriented; passion for creative problem solving, comfortable tackling new and undefined problem spaces with minimal guidance
• Proven ability to thrive in a constantly changing environment with new challenges
• Be comfortable with ambiguity; startup/growth environment experience preferred
• Ability to understand, synthesize, and translate between complex business problems and technical concepts
• Customer focus and integrity
• Exceptional written and oral communication skills that display professionalism and build strong relationships with our customers
• Detail-oriented and adopt a process-oriented mindset

Compensation & Benefits

• Competitive compensation based on experience
• Health, dental and vision benefits
• 401(k) with matching company contribution
• Short-term disability & long-term disability insurance
• Paid Time Off policy
• Full suite of remote working tools and processes

Location: 100% Remote

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.