Senior Product Support Specialist

Overview

The Client Success & Strategy team is responsible for ensuring successful utilization of the Force platform to enable a tighter relationship between care teams and their patients. The Support Team sits under the wider umbrella of CS&S and provides technical support and resources to make utilization of the platform as seamless as possible.

As a Senior Product Support Specialist, you’ll act as the front line support in assisting both the providers and patients who utilize the Force platform. Your world class customer service skills will help our customers confidently utilize our product. You also possess a strong blend of technical expertise, problem-solving skills, and exceptional communication abilities. You will extend the knowledge you gain from supporting patients and providers to partner with client implementations and ongoing client relationships.

• Customer Centric: You will provide timely and effective product support to customer queries via various channels, including email, phone, and chat. You will partner with client success managers to lead platform overview training sessions as well as provider training related to new product functionality for enterprise clients.
• Support Execution: You will troubleshoot and resolve product-related issues reported by customers, ensuring prompt resolution and customer satisfaction. You will also diagnose and troubleshoot technical issues related to Force, including software functionality, connectivity, and user interface.
• Cross-functional Collaboration: You will collaborate closely with cross-functional teams, such as product management, engineering, and quality assurance, to identify and resolve product defects or enhancements. You will document and escalate complex technical issues to the appropriate internal teams, such as software developers or engineers, for further investigation and resolution. You will also work closely with customer success managers to provide ongoing support for enterprise accounts.
• Team Player: You will support client meetings such as implementation calls, monthly client meetings, Executive Business Reviews for enterprise accounts, and work closely with customer support managers to track provider usage of the platform and deliver monthly metrics related to support needs.

• Troubleshooting and Technical Expertise: You bring 2-4 years experience in troubleshooting skills and ability to systematically analyze and resolve technical issues.
• SaaS Customer Experience: You have exceptional interpersonal and communication skills, with the ability to effectively communicate technical concepts to non-technical users. (Previous customer-facing experience in SaaS preferred)
• Process Innovation and Adaptability: You enjoy the challenge of following through on new processes and workflows to tackle challenges and are comfortable doing so in a fast-paced and ever-changing environment.
• Experience with Enterprise Support Tools: You have experience with ticketing systems (Intercom preferred), CRM platforms, and other support tools is a plus.
• Experience with Reporting and Data Elements:
  You have the experience running, analyzing, and explaining standard client reports related to platform and support tool usage.

At Force Therapeutics, we’re reshaping the future of remote therapeutic care. Our trailblazing platform, backed by insights from over 70 leading healthcare centers and millions of clinically-validated patient data points, not only intelligently extends clinicians  reach but also engages patients at every pivotal moment of their care journey, from surgery scheduling to recovery. Serving 700,000 patients across hundreds of national facilities and validated by 145 studies, our impact resonates in both clinical and financial spheres.

As we edge closer to a transformative phase of explosive growth, we re seeking dynamic team members to join our journey.

At Force Therapeutics, the well-being and growth of our team members comes first. Our robust benefits package reflects this commitment, ensuring that every aspect of our employees  professional and personal lives is supported:

• Medical, Dental, and Vision…