About the position
As a success specialist, you will be responsible for directly helping clients, internal teams, and third party vendors troubleshoot issues with the ALIS software product over the phone (mainly) and also via email. This position is absolutely critical to the frontline community staff that rely on the ALIS success team for assistance and the members of this team take their job of helping people seriously. If you dislike taking phone calls or connecting with people voice to voice - this position is not for you! ALIS clients are very kind and appreciative of the help the success team gives so this is not a call center or consumer complaint type job - it is a position in which you truly get to know front line workers and assist them in navigating the ALIS software and technology concepts. Individuals that succeed in this position are great on the phone, build strong relationships, have a passion for leveraging technology to solve real world problems, and love finding a way to 'say yes'. Members of the success team also work to develop technical 'specialities' related to different parts of the ALIS software (clinical, billing, CRM, integrations, pharmacy, etc.).
Responsibilities
- Monitoring and responding to phone calls and emails
- Report on, investigate, and respond to all tickets and escalations
- Timely maintenance of information in ticket tracking system
- Specialization in a/multiple ALIS modules
- Participation in on-call rotation
- Special projects and form markup
- Answer phone calls & emails
- Participate in on-call (off hours) success responsibilities
- Document outcomes of customer interactions
- Attend scrum meetings
- Track progress toward ticket goals
- Attend PM / specialization meetings
- Write escalation tickets
- Attend L10s & fill out score cards
- Sync with Team Lead on status toward goals
- Review customer specific SOPs
- Execute on long-term projects
- Focused goals toward specialization
- Learn new success tools & practices
- Reach specialization milestones
Requirements
- Reliable: You show up at work for your team and the clients and look forward to doing it.
- Positive and optimistic attitude: You look at the bright side of life and generally speaking, have a good attitude and professional demeanor.
- Calm and collected: You aren’t pulled into drama or anxiety but can see clearly in order to help others.
- Good communicator: You are transparent with information and pay attention to details.
- Patient and Kind: You do not get frustrated with people that are less knowledgeable or tech savvy than yourself.
- Good judgment: You can prioritize needs appropriately.
- Detail oriented: You care about getting small details right.
- Committed to ongoing personal and professional growth: You seek to grow and evolve in ways related to career development and personally.
- High integrity: You tell the truth even when it is hard to do so.
- Adaptable and flexible: You don’t freak out if plans change or meetings get moved.
- Solution oriented: You take ownership to actually solve problems instead of just reporting all of the issues.
- Strives for excellence / finding ways to delight clients: Not just someone looking to cross a task off their list but spending time to over deliver and leave the relationship better than you found it.
- Technologically savvy: You like to help others troubleshoot technology and hardware issues and you have an interest in new technologies and data.
- Good with G-Suite, Gmail, word, and excel.
Benefits
- 8 Company Holidays (office will be closed)
- 2 Floating Holidays
- 10 days of PTO (year 1)
- Subsidized medical, dental and vision insurance
- 401k Plan + Up to 4% Matching
- Pre-tax Commuter Benefits
- Casual Dress
- Referral Bonuses
- Employee Assistance Fund
- Paid Parental Leave
- Paid Jury duty & Bereavement Leave
- Length of stay rewards
- Company bonus pool
- HSA and FSA
- Life Insurance policy subsidized by Company
