Here’s what you’ll be doing:

• Actively monitor our support channels (JSM) 
• Directly interface with customers at points of escalation or critical issues.
• Partner with appropriate teams on customer issues and escalations and their current status and/or resolution.
• Implement process and tool changes that streamline operations, monitor progress, and measure success.
• Contribute to customer support offerings outside your purview, including an effective knowledge base, FAQs, and other self-help mechanisms.
• Mentor talent to build a high performing team that manages customer requests efficiently and effectively.
• Coordinate staff schedules to cover support team hours and so adequate call and support coverage is maintained at all times.
• Actively build your Welkin Product knowledge, diving into the more technical elements with fearlessness and enthusiasm. Over time, become an expert in the more complex aspects of our product, including Customer configurations.
• Synthesize key insights, identify improvement opportunities, and begin to implement operational changes.
• Establish productive cross-functional working relationships by bringing value to cross-functional discussions; begin to influence other leadersDevelop reporting processes and distribute key metrics to leadership.
• Nurture a team culture that continuously seeks methods and processes that will improve the customer experience, rather than just "firefighting" customer issues

Here’s what you need to be successful:

• 3-5 years of work experience in a customer-facing SaaS technical support role. That includes UI and API support as well as ability to use different tools, such as Chrome Debugger and Postman
• Proven record of driving customer satisfaction and meeting or exceeding performance standards by using best practices in enterprise technical support
• Excellent problem-solving skills, including issue tracking, triaging and issue management
• Exceptional oral and written communication skills for communicating with high-value customers and communicating clearly and succinctly complex technical issues internally
• Excellent project management skills to handle a variety of different projects at the same time
• Strong work ethic and service mindset to support your stakeholders 
• Ability to work flexible business hours
• Healthcare experience is a bonus