**Experienced Customer Service and Support Associate – DrChrono Platform (Remote, US)**

Are you a highly motivated and customer-focused individual with a passion for delivering exceptional support experiences? Do you thrive in a dynamic, fast-paced environment where no two days are ever the same? If so, we invite you to join the blithequark team as a Customer Service and Support Associate, specializing in the DrChrono platform. As a key member of our support team, you will play a vital role in ensuring the success of our clients by providing top-notch support, resolving complex issues, and driving customer satisfaction. **About blithequark** blithequark is a leading service commerce platform, empowering over 600,000 global service-based businesses to accelerate growth, streamline operations, and increase retention. Our innovative digital and mobile applications create seamless, informed, and convenient experiences between customers and their service professionals. With a strong presence in Home & Field Services, Health Services, and Fitness & Wellness industries, blithequark offers a comprehensive suite of solutions, including end-to-end business management software, embedded payment acceptance, marketing technology, and customer engagement applications. **About DrChrono** DrChrono is part of the blithequark vertical, EverHealth, and is dedicated to building a technology platform that enables medical practices of all sizes to deliver more informed, personalized, interactive, and adaptable care. Our platform has been trusted by thousands of physicians, who in turn have provided care to millions of patients. With a focus on empowering medical professionals to spend more time with patients and less time on paperwork, DrChrono is one of the most tech-forward healthcare players in the EHR industry. **Responsibilities** As a Customer Service and Support Associate, you will be responsible for: * Providing software support to clients by answering and responding professionally to urgent inbound tickets, chats, and calls, tracking them at various stages of completion * Identifying the root cause of clients' problems, providing clear and concise answers and solutions, and guiding them through the resolution process while delighting the customer * Serving as a support representative and consultant for various subjects related to the DrChrono platform, including the web and mobile application, iOS features, and Partner information * Proactively identifying clients experiencing repeated issues or requests that are not resolved to their satisfaction and identifying possible opportunities for escalation * Utilizing internal tracking tools to manage issues between customers, sales, support, and engineering * Collaborating with multiple teams to find, analyze, and resolve client issues * Representing the voice of the customer by gathering and sharing customer feedback about our products and services * Providing recommendations to leadership about how to improve customer experience * Working closely with the account management team to maintain a continuous knowledge of accounts * Navigating through applications and company tools to research and resolve customer inquiries * Providing excellent customer care and focus, assessing customers' needs, and providing the correct answer, path, troubleshooting, or method for an outstanding customer experience * Actively participating in developing the company knowledge base and improving team and customer resources by recognizing patterns of technical issues trends through customers' outreach and recommendations for self-service articles * Striving to meet and exceed personal and team targets and goals **Skills and Experience Needed for Success** To excel in this role, you will need: * 3+ years of experience in a genuine customer-facing, internal support, or customer service role * 3+ years of troubleshooting and technical support experience * 1+ years of experience in a healthcare/billing setting * Ability to manage a high volume of clients at any given time * Excellent time management, project management, and organizational skills * A positive and proactive approach to handling challenging situations * Exceptional listening skills, with attention to detail * Ability to prioritize tasks and carry out responsibilities with minimal direction * Ability to work with a multicultural and virtual team * Experience working directly with customers and a willingness to do what is right for customers, the company, and team members in all circumstances – strong customer focus and a high level of empathy * Excellent problem-solving and analytical skills * Outstanding oral and written communication skills (writing exercise will be requested as part of the interview process) * Ability to convey technical information to a general audience * Aptitude for learning new technologies quickly * Ability to understand and follow customer service procedures and policies and actively participate in continuously improving them * Experience and knowledge in Zendesk and Jira is a plus **Work Environment and Culture** As a remote team member, you will be part of a globally distributed team, working across different time zones. We value flexibility and offer a range of work arrangements, including in-office, remote, or hybrid options. Our company culture is built on a strong foundation of teamwork, innovation, and customer-centricity. We are committed to providing a supportive and inclusive work environment that fosters growth, learning, and collaboration. **Benefits and Perks** As a member of the blithequark team, you will enjoy: * Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid * Continued investment in your professional development * Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend * 401k with up to a 4% match and immediate vesting * Flexible and generous (FTO) time-off * Employee Stock Purchase Program **Compensation** The total base pay range for this position is $17.00 to $19.50 USD per hour in most US locations. Final offer amounts are determined by multiple factors, including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above. **Equal Opportunity Employer** blithequark is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience! **How to Apply** If you are a motivated and customer-focused individual with a passion for delivering exceptional support experiences, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job