Customer Support Specialist
Practice Fusion - San Francisco, CA

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Practice Fusion is looking for a bright, energetic, and scrappy customer service expert to join our Customer Support team in San Francisco. Customer Support Specialists provide Phenomenal Support™ to doctors and medical practices with Practice Fusion's free, web-based EHR. The ideal candidate should have a solid customer service background and a passion for learning new technology. We’re looking for someone who is motivated, personable and professional.

  • Provide live chat, email and phone support to Practice Fusion’s community of EHR users
  • Educate users on the functionality and use of the Practice Fusion EHR
  • Troubleshoot technical issues and escalate bugs appropriately
  • Maintain high levels of customer satisfaction by providing fast and accurate responses
  • Document and manage customer interactions in our NetSuite CRM system
  • Moderate the PF Answers forum and respond to user questions and feedback
  • Identify trends in customer questions and issues
  • Develop and refine support best practices and procedures

Required Qualifications:
  • Minimum 1-2 years customer service experience
  • Excellent troubleshooting and problem solving skills
  • Avid user of technology who keeps up with the latest tech trends
  • Excellent writing skills, able to quickly compose clear and concise answers
  • Friendly, patient and professional phone demeanor
  • Strong organization skills and high attention to detail
  • Motivated, self-starter with an excellent work ethic
  • Strong leadership skills for guidance in training
  • Dependable with the ability to work in a fast-paced startup environment
  • Local (SF Bay Area)

Bonus Qualifications:
  • College graduate
  • Experience with ticketing or issue tracking systems
  • NetSuite CRM experience
  • Training, leadership experience
  • Healthcare sector experience

Practice Fusion - 2 years ago - save job