Customer Success Associate (Cloud Software Support)

IPS Overview:

With a legacy spanning over 20 years, Integrated Practice Solutionsis the market leader in practice management software for chiropractic(ChiroTouch, ACOM Health), optometry(RevolutionEHR), and therapy practices(ClinicSource)across the United States.We are a growing and profitable, privately fundedorganization who staysahead of the pack by constantly innovating, growing, and developing new products and services that serve the health and wellness profession. Our software helps practitioners create a positive in-clinic experience for patients, from scheduling to treatment to payment and insurance processing. Our vision –to be the most loved, most essential software and service provider for every practice –is not just words. These words reflect who we are as a company, and who we are as people.

Customer Success Department:

The Customer Success Department is vital for our company, reactively assisting our customers by troubleshooting and/or providing information regarding the software. Whether it's a quick fix or a multi-step process, each customer problem will require creative thinking, soft skills, and expertise to solve. It is essential to work with different departments to ensure the software functions to its full capacity and to delight our customers.

Purpose:

As a Customer Success Associate at Integrated Practice Solutions, Inc. (dba ChiroTouch), you'll benefit from a defined career path that will develop your communication and product knowledge, as well as your troubleshooting capabilities. Our team is focused on ways to grow our company and creating new opportunities for employees to develop their career. It's an exciting time to be part of our growing organization!

Areas of Accountability:

A Customer Success Associate has responsibility for the following outcomes:

• Deliver excellent customer service, driving high levels of customer satisfaction
• Field inbound customer support phone calls and chat, as well as email-based cases
• Research, troubleshoot, diagnose, and resolve complex software issues in a timely manner
• Assist with and participate in special projects, initiatives, and UAT
• Meticulously document support issues and resolutions in our web-based ticketing system
• Act with a sense of purpose, intention, and confidence
• Requires a flexible and positive mindset in the face of challenges
• Our hours of operation are 7 AM to 5 PM, PST. Schedules are subject to change based on business needs and with ample notice.

Competencies for Success:

• Must have experience with software support and customer service
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Abiltiy to troubleshoot and research complex software issues in a time manner
• Teachability, strong desire to learn and master product knowledge
• Drive to perform at a high level in a fast-paced environment, balancing competing priorities, and meeting objectives
• Curious, proactive, and hardworking nature
• Contribute to a culture of collaboration, inclusiveness, dedication, and good fun

IPS is an equal opportunity employer. All aspects of employment including decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Key words: CS Associate, Cloud Software Support