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Customer Support Specialist II

Company: Wellframe Inc
Location: Boston
Posted on: May 16, 2022

Job Description:

At Wellframe, we reimagine healthcare relationships through a new approach that uses high-tech to deliver the high-touch support people need, when and where they need it. We call it Digital Health Management. Our comprehensive suite of Digital Health Management solutions for care management, advocacy, and navigation help organizations forge more meaningful connections with members, across their healthcare journey. -

Wellframe was founded to counter a pressing industry problem: the healthcare system has struggled to find ways to support people in between care settings, at scale. We believe health plans are in the best position to advocate for their members as they navigate their health and care, but know that technology alone can't help us achieve this ambition. That's why our team of physicians, clinicians, public health experts, data scientists, engineers, and healthcare industry experts ensure our patented technology works in service of the person-to-person connections that make healthcare work best.

Role Overview

As the primary contact for our customers, the Customer Support Specialist II provides outstanding service by answering questions, assisting with user onboarding, handling issues, and troubleshooting problems with our products and services. In addition to assisting our customers, the Customer Support Specialist II acts as a subject matter expert and liaison with internal teams to optimize service delivery and product improvements. Additional responsibilities include being the first responder for team members to provide additional support when necessary and to ensure policies and procedures are followed. This role sits within the Customer Success Organization and reports to the Senior Manager of Customer Support. Success in this role is demonstrated by providing an unparalleled level of service to customers, exhibiting deep product expertise, adherence to contractual service level agreements, and successfully meeting or exceeding team and individual performance metrics. - -

Areas of Responsibility: -

Wellframe's remote-friendly culture means that we operate a hybrid office for employees in the Boston area, and also hire fully remotely across the country.

Wellframe, Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status or any other characteristic protected by local, state, or federal laws, rules, or regulations.

This posting is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee and any percentages listed are approximate. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Keywords: Wellframe Inc, Boston , Customer Support Specialist II, Other , Boston, Massachusetts

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