QCSS Health is hiring a Customer Success Support Lead to support our Managed Care and Community-based healthcare clients. In this role, you will serve as the first point of contact for technical assistance and lead daily help desk operations.
What You'll Do
- Develop strong knowledge of Healthcare SaaS Solutions.
- Serve as the first point of contact for customers seeking technical assistance.
- Respond to all helpdesk and Knowledge Center support inquiries.
- Diagnose customer issues through probing questions, reports, and cross-functional collaboration.
- Document customer interactions, inquiries, complaints, and resolutions in Jira.
- Provide customer support via email, video meetings, or phone and walk customers through resolution.
- Provide timely first response and resolution to meet contractual health plan SLAs.
- Provide product report suggestions to support customer inquiries.
- Provide information about QCSS products and services.
- Lead the daily Help Desk Stand-Up Meeting.
- Participate in maintaining and improving helpdesk standard operating procedures.
What We're Looking For
- 3 - 5 years working for a SaaS company.
- 3 - 5 years proven work experience as a Help Desk Associate/Lead or other technical customer support role.
- Detail oriented, self-starter with a desire to learn and take on new responsibilities.
- Excellent written and oral communication skills.
- Proficiency in Jira, Microsoft Excel, PowerPoint, and Word.
Technical Stack
- Jira
- Microsoft Excel
- PowerPoint
- Word
Work Mode
This role operates in a global work mode.
QCSS is an Equal Opportunity Employer and strongly supports diversity in the workforce.
