Customer Support Specialist - Delivering Exceptional Client Experiences with HENO's Innovative Healthcare Software Solutions

Join the HENO Team: Where Client Success Meets Compassion and Innovation

At HENO, we're dedicated to empowering healthcare professionals with cutting-edge software solutions that streamline their workflows and enhance patient care. As a dynamic Customer Support Specialist, you'll be the face of our company, providing top-notch assistance to our clients and helping them unlock the full potential of our Electronic Medical Records (EMR) system. If you're passionate about delivering exceptional customer experiences, possess a strong analytical mindset, and thrive in fast-paced environments, we want to hear from you!

About the Role

As a Customer Support Specialist at HENO, you'll be the first point of contact for our clients, responding to technical and non-technical inquiries with accuracy and efficiency. Your exemplary knowledge of our software will enable you to troubleshoot issues, provide creative solutions, and exceed customer expectations. By doing so, you'll play a vital role in our clients' success, allowing them to focus on what matters most – delivering quality patient care.

Key Responsibilities:

• Issue Resolution: Understand client issues, identify root causes, and resolve problems in a timely and effective manner.
• Customer Experience: Exceed customer expectations by providing high-quality responses, timely communication, and a personalized experience.
• Process Improvement: Think creatively to develop innovative solutions and process improvements that go beyond industry standard practices.
• Technical Mentoring: Provide technical guidance to clients, educate the team on product information, releases, bugs, and status updates, and promote knowledge sharing across the organization.
• Knowledge Base Management: Create, review, and update knowledge base content to enhance support scalability and self-service capabilities.
• Critical System Issues: Communicate critical system issues to the Development team, ensuring prompt resolution and minimizing downtime.
• Feedback and Insights: Provide valuable feedback within the organization, helping to address potential issues before they become serious or widespread.
• Compliance and Confidentiality: Adhere to all company confidentiality and compliance regulations, including HIPAA, to maintain the highest level of data security and integrity.

Requirements and Qualifications

Essential Qualifications:

• Education: High school diploma or equivalent required.
• Customer Service Experience: 1 year of customer service experience, with a proven track record of delivering exceptional client experiences.
• EMR Experience: 6 months of experience working with Electronic Medical Records (EMR) systems, preferably in a healthcare setting.
• Help Desk Experience: 1 year of help desk or contact center experience, with a strong understanding of technical support principles.

Preferred Qualifications:

• B2B SaaS Experience: 1 year of experience working in a B2B SaaS environment, with a strong understanding of software as a service (SaaS) solutions.
• EMR/Medical Office Experience: 1 year of experience working in an EMR or medical office setting, with a strong understanding of healthcare operations and workflows.

Skills and Competencies

To succeed as a Customer Support Specialist at HENO, you'll need to possess:

• Analytical and Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to think creatively and develop innovative solutions.
• Communication and Interpersonal Skills: Excellent communication and interpersonal skills, with the ability to empathize with clients and provide personalized support.
• Adaptability and Flexibility: A willingness to adapt to changing priorities, challenges, and technologies, with a strong ability to thrive in fast-paced environments.
• Organizational and Time Management Skills: Strong organizational and time management skills, with the ability to prioritize caseloads and meet deadlines.
• Attention to Detail: A keen eye for detail, with a strong ability to maintain accuracy and attention to detail in all aspects of the role.

Career Growth Opportunities and Learning Benefits

At HENO, we're committed to supporting the growth and development of our team members. As a Customer Support Specialist, you'll have access to:

• On-the-Job Training: Comprehensive on-the-job training, ensuring you're equipped with the knowledge and skills needed to succeed in your role.
• Professional Development: Opportunities for professional growth and development, including training sessions, workshops, and conferences.
• Mentorship: Guidance and mentorship from experienced professionals, helping you navigate your career and achieve your goals.

Work Environment and Company Culture

At HENO, we pride ourselves on a dynamic and supportive work environment that values:

• Remote Work: The flexibility to work from home, allowing you to maintain a healthy work-life balance and minimize commuting time.
• Collaboration and Teamwork: A culture of collaboration and teamwork, with regular communication and feedback opportunities.
• Innovation and Creativity: A willingness to innovate and think creatively, with a focus on developing cutting-edge software solutions.
• Compassion and Empathy: A commitment to compassion and empathy, with a focus on delivering exceptional client experiences and supporting the success of our clients.

Compensation, Perks, and Benefits

We offer a comprehensive compensation package that includes:

• Competitive Hourly Rate: $16.00 per hour, with opportunities for growth and advancement.
• Health Insurance: Comprehensive health insurance coverage, ensuring you're protected and supported.
• Dental and Vision Insurance: Dental and vision insurance coverage, providing additional benefits and support.
• 401(k) and 401(k) Matching: A 401(k) plan with company matching, helping you plan for your future.
• Paid Time Off (PTO): Paid time off, allowing you to recharge and maintain a healthy work-life balance.

Conclusion

If you're a motivated and compassionate individual with a passion for delivering exceptional client experiences, we encourage you to apply for this exciting opportunity. As a Customer Support Specialist at HENO, you'll play a vital role in supporting the success of our clients, while enjoying a dynamic and supportive work environment, comprehensive benefits, and opportunities for growth and development. Don't miss this chance to join our team and make a meaningful impact in the healthcare industry!