Title: Customer Support Specialist

Team: Client Success, Support

Type: Regular, Salaried

Status: Full-Time

Location: Ann Arbor, Michigan

Pay Rate: 40K +

Application Link: https://boards.greenhouse.io/docnetwork/jobs/4519614004

We’re looking for a talented, service-oriented support professional to join our growing team at DocNetwork. This position offers critical support to clients and end-users of DocNetwork software (CampDoc & SchoolDoc) by offering timely service and practical solutions to a myriad of challenges.  

About Us

DocNetwork is a great SaaS company environment where we not only “Deliver Beyond” expectations but we take time to know and enjoy one another’s company whether it is through social outings, team lunches, and improving our increasingly complex handshakes. (Fancy handshakes are the hottest things in customer support right now. I think.)

With a full range of benefits (Med, Dental, Life, Vision) plus additional perks to boot (Remote Days, Flex Schedules, Professional Development Budget, Volunteer Time Off, and much more!) we think you’d love being a part of our team.

You may be a good fit for this role if:

  • You’re a bit of a perfectionist. You’re all about details; great communication skills, quality writing abilities, and a commitment to improving processes are core values.
  • You derive satisfaction by being helpful. Taking phone calls and crushing support tickets leaves you feeling good because you made someone else feel good.
  • You can juggle multiple projects at once. You manage your time and priorities to ensure success for you and your team. This role will often swing between phone calls, e-mails, and projects with the grace of Tarzan.
  • You value teamwork. Not a great job for Lone Rangers - our support team collaborates internally and externally to deliver the best information and services possible.  

Responsibilities

  • Provide customer service and technical support through direct interaction with end-users through our Zendesk ticketing system, live chat through Drift, and the Support phone line
  • Verify entered data by reviewing, correcting, deleting, or reentering data
  • Collect feedback from customers to drive continuous improvement
  • Collaborate across teams to discover opportunities for proactive interventions that will ensure customer success
  • Develop new, and improve existing, workflows and processes
  • Write internal Knowledge Base articles
  • General operations and office assistance as required
  • Minimal travel

Required Skills and Experience

  • Excellent interpersonal skills with the ability to communicate effectively with customers and individuals at all seniority levels within the company
  • Possess a solid understanding and willingness to troubleshoot, problem-solve, and resolve conflicts
  • Successful with detail-oriented work
  • Proficient in Microsoft Excel and G-Suite (Docs, Sheets, Drive, Gmail, etc..)
  • Ability to manage multiple projects and tasks simultaneously
  • Excellent verbal and written communication skills
  • Love the rapid, unpredictable nature of a fast-growing tech company
  • BONUS - 2+ years of customer support experience

Excited? We can’t wait to hear from you!

DocNetwork is the leading electronic health record system for camps, child care, and schools. Our mission is to bring the lightweight side of the medical industry onto the web.

 If you like what you've seen so far, we feel compelled to boast that:

  • We're 6x recipients of SPARK’s FastTrack Award
  • We have an office dog named Munki. He is soft and little.
  • Our office pantry is stocked with delicious snacks.
  • We made our Director a Paper Plate Award that says "You're pretty cool" and it has frog stickers on it. Sorry, there's not a picture.  

So throw your hat in the ring - we'd love to meet you! 

Originals Wanted

DocNetwork is invested in creating an open environment of mindfulness, originality, and collaboration where team members can bring their whole selves to work. We are proud to partner with our diverse client base, supporting each organization, and the individuals who make up their communities. We believe that our success depends on our commitment to these values.  

DocNetwork has adopted inclusive hiring practices including standardized interview questions, bias-recognition training, and casting wider recruitment nets to ensure that all have a place in our mission.

Skills

Customer Service
Verbal Communication Skills
Communications
Customer Support
G Suite
Interpersonal Communications
Issue Tracking Systems
Process Improvements
Written Communication
FastTrack
Zendesk
Service-Orientation
Technical Support
Detail Oriented