Night Shift Customer Support Specialist - Delivering Exceptional Customer Experiences in Healthcare Workforce Management

Join QGenda's Dynamic Team and Revolutionize Healthcare Workforce Management

QGenda is a pioneering force in the healthcare industry, redefining workforce management for healthcare organizations across the United States. With a robust software platform and a team of over 600 employees, we're committed to empowering healthcare providers to make strategic workforce decisions. As a Night Shift Customer Support Specialist, you'll play a vital role in delivering exceptional customer experiences, driving business success, and contributing to the company's mission to improve healthcare delivery.

About the Role

As a Customer Support Specialist on the night shift, you'll be the primary point of contact for QGenda's customers, providing timely and effective solutions to their queries and concerns. You'll work closely with the Customer Experience (CX) organization to resolve issues, complete project-based assignments, and ensure seamless customer interactions. Your expertise and dedication will be instrumental in maintaining high customer satisfaction and low customer effort, ultimately driving business growth and customer loyalty.

Key Responsibilities

• Maintain a professional and positive attitude in all customer and company interactions, both internal and external.
• Collaborate with CX team members to complete project-based assignments within defined time frames and/or meeting identified deadlines.
• Set and manage customer expectations around resolution and response times, adhering to established service-level agreements (SLAs).
• Deliver high-quality solutions to customer issues in a timely manner, escalating to senior team members as necessary.
• Demonstrate a high degree of functional knowledge of QGenda solutions, staying up-to-date with product developments and best practices.
• Ensure accurate and timely tracking of time, cases, projects, contacts, and accounts within designated systems, following QGenda best practices.

Essential Qualifications

To succeed in this role, you'll need:

• Excellent case management and time management skills, with the ability to prioritize tasks and manage multiple customer interactions simultaneously.
• Strong written and verbal communication skills, with the ability to articulate complex technical information in a clear and concise manner.
• A detail-oriented approach, with a high degree of accuracy and timeliness in completing assignments and maintaining communication.
• A High School Diploma or GED; an Associate's or Bachelor's Degree is preferred, or equivalent industry experience in customer service or technical support.
• The ability to follow protocols and policies as defined by QGenda and CX Leadership.

Preferred Qualifications

While not required, the following skills and experience can be beneficial:

• Computer programming skills or previous technical support experience, which can enhance your ability to troubleshoot customer issues and provide effective solutions.

Skills and Competencies

To excel as a Night Shift Customer Support Specialist, you'll need:

• Strong problem-solving skills, with the ability to analyze customer issues and develop effective solutions.
• Excellent customer service skills, with a customer-centric approach and a commitment to delivering exceptional customer experiences.
• The ability to work independently and as part of a team, collaborating with CX team members to drive business success.
• A proactive and adaptable approach, with the ability to respond to changing customer needs and priorities.

Career Growth Opportunities and Learning Benefits

At QGenda, we're committed to supporting the growth and development of our employees. As a Night Shift Customer Support Specialist, you'll have opportunities to:

• Develop your technical skills and knowledge, staying up-to-date with industry trends and best practices.
• Enhance your customer service skills, with training and coaching to support your success.
• Collaborate with cross-functional teams, gaining a deeper understanding of the business and identifying opportunities for growth and improvement.

Work Environment and Company Culture

QGenda is a dynamic and inclusive workplace, with a culture that values diversity, equity, and inclusion. As an employee, you'll enjoy:

• A hybrid working model, with options to work from one of our two offices or remotely from home, depending on the position.
• A comprehensive total rewards package, including fully company-paid medical, dental, and vision insurance, flexible PTO, paid parental leave, and 401(k) with company match.
• A range of perks and benefits, including an annual Costco membership, cell phone stipend, commuter benefits, and in-office perks.

Compensation and Benefits

QGenda offers a competitive compensation package, with a range of benefits to support employees' well-being and financial security. While we can't disclose specific compensation details, our total rewards package is designed to be comprehensive and competitive.

Why Join QGenda?

If you're passionate about delivering exceptional customer experiences and driving business success, QGenda is the perfect place to build your career. With a commitment to diversity, equity, and inclusion, we're dedicated to creating a workplace that's inclusive, supportive, and empowering. Join our team as a Night Shift Customer Support Specialist and be part of a company that's revolutionizing healthcare workforce management.

Equal Employment Opportunity

QGenda is an Equal Employment Opportunity employer, making all employment decisions without regard to race, color, religion, creed, gender, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, ancestry, age, marital status, disability or genetic information, military status, status as a disabled or protected veteran, or any other protected status under applicable law.

If you're ready to join a dynamic team and make a meaningful contribution to the healthcare industry, we encourage you to apply for this exciting opportunity. Please submit your application, and we'll be in touch to discuss your qualifications further.