Offer summary

Qualifications:

1+ years of experience in the optometry or ophthalmology industry, with knowledge of frames, lenses, and contact lenses., 1+ years of customer service or support experience, demonstrating strong communication skills., Familiarity with eyecare practice management software and proficiency in Google Workspace and Microsoft Office., Excellent organizational, multitasking, and time management skills, with the ability to work independently in a fast-paced environment..

Key responsabilities:

Onboard new clients and assist with dashboard setup and data review.

Provide customer support, troubleshoot technical issues, and communicate with clients via various channels.

Monitor onboarding processes and track KPIs related to customer support.

Assist with report generation and escalate client issues to supervisors when necessary.

Job description

Job Description Summary:

The primary function of this position is onboarding clients and offering customer support to our industry dashboard users. This role is crucial in maintaining customer satisfaction through effective communication and problem-solving skills. The Customer Support team is the driving force behind customer success and satisfaction.

What You’ll Do: Responsibilities

Onboard clients who are new users or are getting a new industry dashboard
Update client accounts who change partner membership levels or cancel services
Assist clients with new dashboard setup and review data received from clients (ICE)
Conduct dashboard best practice and support sessions with clients
Provide customer support and troubleshoot technical issues
New client setup & update existing client information in CRM
Monitor onboarding/offboarding epics in project management tool (Jira)
Communicate with clients via email, phone, and chat for support purposes
Track KPIs related to onboarding & support
Foster a positive & collaborative team environment
Validate client data received from their Practice Management System
Communicate with industry representatives about client concerns or issues
Assist clients with user access requests.
Use the ticketing system to create customer support tickets.
Escalate client issues to immediate supervisor when needed.
Assist with report generation when needed.

Experience You’ll Need: Qualifications

1+ years of experience working in optometry and/or ophthalmology, optical, and eye care industry to include knowledge about frames, lenses, and contact lenses.
General knowledge of and experience working with eyecare practice management software. (eg. Officemate, RevolutionEHR, etc.)
1+ years of customer service and/or support experience.
Strong customer relations, written, and verbal communication skills with an ability to interact with all levels of healthcare professionals and staff.
Proficient with Google Workspace and Microsoft Office
Ability to provide enthusiastic and effective communication with clients and team members.
Strong written/oral communication, interpersonal and problem-solving skills.
Ability to manage priorities through adaptability, willingness to take calculated risks.
Excellent organizational skills
Multitasking and time management skills
Ability to work effectively, efficiently, and independently in a fast-paced environment.

Bonus Points: Additional qualifications if you have them!