Customer Relations & Support Specialist

Pcic - Houston, TX

Full-time - Mid Level

Houston, TX

About the position

The Customer Relations and Support Specialist at the Patient Care Intervention Center (PCIC) plays a vital role in enhancing customer experience by coordinating projects and programs with both internal and external stakeholders. This position emphasizes problem-solving and collaboration within a dynamic and innovative environment, aiming to improve the quality of care for vulnerable populations through effective communication and support.

Responsibilities

• Primary point of contact for end-user application support, including management of PCIC's support portal and ticketing system.
• Document and follow up on important actions and decisions from meetings.
• Facilitate customer projects, serving as a convener and communicator.
• Conduct product training sessions with customers.
• Participate in project design meetings and propose improvements.
• Communicate with clients to identify and define project requirements, scope, and objectives.
• Troubleshoot and provide clear feedback to clients while solving technical issues.
• Collaborate with the marketing and community outreach team to present the product to future partners.

Requirements

• Experience utilizing JIRA platform to track and manage projects.
• Experience with Agile or iterative development SDLC practices.

Nice-to-haves

• Experience in project coordination.
• Experience in customer support and relations management.
• Experience in the Health IT and social services domain.

Benefits

• Health Insurance
• Dental Benefits
• Vision Benefits
• Life Insurance Policy
• PTO eligibility at 90 days of employment
• Access to a 401K at 180 days of employment
• Access to Short Term Disability