Customer Support Specialist

1 week ago


Kitchener, Canada Cloud DX, Inc. Full time

Company Description
**About Cloud DX**

Cloud DX is an industry leader in digital health care, virtual care, remote patient monitoring hardware and software. The company's award-winning solutions enable chronically ill patients to stay at home and out of the hospital, drastically improving health outcomes while, at the same time, significantly reducing costs to treat the most expensive patients in the healthcare system. Cloud DX is relentlessly committed to serving patients, driving Innovation, delivering results, and making a difference in communities across North America and globally. The Company was founded in 2014 and has grown into a leader in the Virtual Care Market in North America. The current COVID crisis has accelerated the adoption of virtual care in our markets and Cloud DX is investing in expanding our US Sales and Marketing efforts.

**Job Description**:
The Role

Cloud DX is growing, and we are looking for a Patient Support Associate to assist our customers with any questions they may have when using our products. As a Patient Support Specialst at Cloud DX, you will be responsible for contacting patients and ensuring they are able to complete their daily monitoring requirements, escalating calls that require technical troubleshooting.

What You'll Do
- Optimize the customer, clinicians and patients, experience by providing outstanding customer service.
- Ensure records and correspondence are recorded correctly in the customer relationship management system when completing compliance calls.
- Follow-up and make scheduled call backs to customers where necessary.
- Assist in the assignment of the internal support ticketing system, determining appropriate next steps and escalating priority issues when needed.
- Stay current with system information, changes and updates.
- Gather feedback regarding our products and services while interacting with patients, promoting best practices and cementing relationships.
- Guide Clinician Clients and Prospects on the proper use of Cloud DX equipment and software.

Who You Are
- You are a team player. You are approachable, enjoy seeing others succeed, and love to jump in and support when needed.
- You aren't afraid to hop on a call. You have strong communication skills, excellent telephone etiquette, and the ability to quickly evaluate and respond to an array of inquiries.️
- You're a multi-tasker. You have experience with a high volume of requests with ease.
- You have an entrepreneurial spirit. You love finding the answer to a problem, you are quick to research when you don't know something to find a solution, but you also know when it's time to escalate and ask for help.
- You enjoy helping others. You have the ability to listen and align the patient/client with appropriate resources.

Additional Information
- Full-time and part-time opportunities available



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