Customer Support Representative

IMO aims to develop, manage, and license medical terminology and healthcare IT software applications that allow 80% of US clinicians to capture their clinical intent at the point-of-care. Our terminology is crafted by doctors and certified coders to bridge the gap between what physicians have in their heads and technology they use in their office.

• Answering phones and responding to emails from customers, following established customer support best practice and procedures.
• Assisting customers to troubleshoot their issues, escalating to other teams/departments when necessary, following established protocols
• Logging cases and maintaining customer information in Microsoft CRM
• Utilize various 3rd party software applications such as CRM, Confluence, QlikView, and JIRA to streamline client communications and problem resolution
• Serve as a liaison between the client and our Knowledge, Implementation, and Sales teams when needed
• Access CRM cases and JIRA (issue tracking system) tickets in order to give updates to our clients if/when requested

• Bachelor’s degree
• Good communication skills
• Ability to multitask
• Basic computer knowledge/experience preferred (including but not limited to Operating Systems, HTML, Networking, Firewalls)
• Basic healthcare terminology knowledge/experience preferred including but not limited to ICD-9, ICD-10, SNOMED
• US Citizen or Authorization to work in the USA