Location: This position can be based remotely in the US
Opportunity
The Tier 1 Client Support Specialist serves as the initial point of contact for clients seeking technical support via telephone, dedicated to delivering world-class service. This role is crucial for resolving technical issues using strong technical expertise and superior customer service skills. By doing so, the Specialist ensures that clients and their patients can fully engage in the patient care journey. We are looking for individuals with technical aptitude, a drive for continuous learning and career growth, and a genuine passion for helping others.
Responsibilities
- Client Experience: Serve as the primary representative of Get Well, ensuring a positive and professional experience for all clients.
- Technical Support: Deliver outstanding technical support via phone and email. Quickly diagnose and resolve diverse hardware, software, and application issues by employing effective questioning. This includes remote troubleshooting for various devices and peripherals, such as Smart TVs, iPads, and mobile devices.
- Product Knowledge: Maintain a deep understanding of Get Well's product suite and the associated patient outcomes to fully grasp the impact of technical issues on clients and patients.
- Workflow and Escalation: Develop a thorough understanding of company support operations, clearly identifying when to escalate unresolved issues to the next level of support according to established procedures.
- Professional Communication: Exhibit highly professional communication and service skills when interacting with a diverse client base.
- Continuous Learning: Actively learn new product platforms, features, and updates through internal documentation, training sessions (e.g., Google Meet/Zoom), and hands-on experience by working through related support tickets. Experience using AI-powered tools and a curiosity for integrating them into daily workflow for enhanced efficiency.
- Prioritization and Organization: Maintain a high level of organization and adaptability, prioritizing problem resolution effectively within a fast-paced learning and execution environment.
- Process Improvement: Proactively drive efficiency by recommending improvements to existing processes and systems.
- Career Growth: Opportunity for internal growth and advancement into other roles within the organization based on performance.
- Additional Duties: Perform other duties as assigned to support overall team and organizational goals.
Requirements
- High school diploma or equivalent.
- Demonstrated general technical proficiency.
- Basic understanding of HTTP response status codes.
- Proven ability to achieve and maintain high performance standards.
- Must be able to work assigned shifts, including those outside of typical business hours, to ensure 365 days a year support coverage.
- Flexibility to work weekends and holidays as part of the scheduled rotation.
- Mandatory attendance at all required training sessions.
- Strict compliance with all organizational information security policies.
- Unwavering commitment to protecting all sensitive data (e.g., ePHI and PHI) in full adherence to organizational policies and Federal, State, and local regulations.
- Preferred: Bilingual proficiency, specifically in Spanish, is an advantage.
About You
- Exceptional Work Ethic and Reliability: Demonstrated dedication, consistent attention to detail in all assigned tasks, and a strong work ethic.
- Problem-Solving and Time Management: Possesses strong abilities in troubleshooting, customer service, time management, and tackling complex challenges.
- Positive and Proactive Mindset: Energetic, positive, patient, and enthusiastic to learn new procedures, viewing unpredictability as an opportunity for growth.
- Collaborative and Impact-Driven: Motivated by a team-based approach, passionate about helping others, and driven by a desire to make a significant impact in the healthcare landscape.
- Adaptability and Multitasking: Highly dependable and skilled at multitasking in a fast-paced environment.
- Growth Orientation: Exhibits a natural curiosity and a strong drive for continuous learning and professional career growth.
About GW RhythmX
GW RhythmX is revolutionizing healthcare through connected, AI-native intelligence that unites clinical insight, patient engagement, and system-wide care orchestration. The company combines market-leading AI precision care technology with extensive trusted patient engagement leadership to help health systems deliver the right care, at the right time, through the right clinician and channel. Its solutions are deployed across more than 150 health systems, touching more than 85M patients including 8M U.S. military veterans. The company's award-winning solutions were recognized again in 2024 by KLAS Research, Fierce Healthcare, and AVIA Marketplace. A SymphonyAI Group company, GW RhythmX leverages various firm assets, including $1B+ in R&D investment, longitudinal data related to 300 million patients, 4.4 billion total annual claims, and 1.8 million healthcare professionals at more than 3,000 facilities globally.
