Customer Success Associate

ClaimTrak is a growing 50 person software company located in Phoenix, AZ. Our software helps Behavioral Health and Human Service groups automate administrative and billing tasks so the providers can focus on helping more people and spend less time behind a computer screen. Our typical customer is a provider, clinic administrator, or business owner who has dedicated themselves to caring for clients in need of behavioral health services.

The primary responsibility of the Customer Success Associate is to provide technical support assistance to the ClaimTrak customer community while becoming a competent and effective support team member. This is an entry level position with the expectation for a Customer Success Associate to advance to account management, sales, or product roles within the organization.

• Serve as the primary contact for all ClaimTrak customers.
• Respond to a variety of technical and non-technical inquiries with a sense of urgency.
• Maintain consistent and clear communication with the customer until the issue is resolved.
• Receive, research, and resolve all customer questions and complaints, and appropriately escalate unresolved issues to the next level of Customer Support.
• Assist customers on the use of the application and all of its features.
• Escalate challenging issues to the next level of Customer Support.
• Maintain consistent and clear communication with the customer via ClaimTrak’s Phone, Email, Help Desk & Customer Relationship Management (CRM) Systems
• Maintain strict confidentiality and compliance adhering to all HIPAA regulations
• Be adaptable in an ever-changing and dynamic work environment.

Skills and Qualifications

Abilities and Knowledge:

• Multi-tasking skillset is essential. We are going to throw a lot of balls in your direction and we don’t want any to drop!
• Be organized, ahead of schedule, communicative, and accountable.
• Masterful communicator – both written and verbal – with a pleasant demeanor.
• High energy and sense of urgency. A passion for ensuring that ClaimTrak customer needs are met in a timely manner with a good attitude.
• Think on your feet – our customers require you to be a master problem solver.

Education and Experience

Required:

• At least two year of experience in a fast-paced customer support team in a SaaS or software environment.
• Experience with online meeting software like GotoMeeting and web conferencing tools.
• Experience using help desk/CRM systems.

Preferred:

• Experience working in a start-up technology company.
• Healthcare IT experience.