Customer Support Specialist
Verity Solutions is an award-winning leader in software and services developed for administration of the federal 340B drug pricing program. Our mission is to simplify the complex process of maintaining 340B program compliance resulting in critical 340B cost savings for our customers. We value fresh thinking, drive, transparency, and are dedicated to providing agile and proactive solutions to those who serve the most vulnerable in our communities. At Verity Solutions, we foster a collaborative, casual, and technology driven environment and want to evolve and grow with diverse people who are inspired by progress and delighted by partnering with others.<br/><br/><strong>Job Objective:</strong><br/><br/>Responsible for ensuring an outstanding customer experience on all product platforms, engaging with email, phone, or community portal interactions to drive proactive customer experiences..<br/><br/><strong>Duties and Responsibilities:</strong><br/><div><ul><li>Lead the quarterly business review process for assigned accounts and ensure timely follow up and resolution to action items that drive program performance.</li><li>Ensure all service cases are documented per standard operating procedures, using Salesforce case management tools.</li><li>Serve as customers primary point-of-contact when assigned Account Managers are unavailable.</li><li>Follow standard operating procedures (SOP), support processes and show expedient and professional response to customer concerns, meeting or beating service level expectations.</li><li>Oversee assigned service work to full completion as requested by customers.</li><li>Use sound judgment to determine when to escalate issues and to whom to ensure the highest quality resolution.</li><li>Communicate with customers in a clear and empathetic manner, ensuring user level translation of technical material specific to Verity's product offering.</li><li>Analyze, recreate, and resolve customer-reported problems using software and hardware solutions.</li><li>Ensure service interactions comply within defined service KPls.</li><li>Follow all SOP workflows and communicate where appropriate process or documentation improvement areas. Own the updating of processes as directed.</li><li>Participate as a key operations end user in V340B platform testing that supports sprint release functionality.</li><li>Delegate support incidents/escalations to team members as appropriate.</li><li>Interface internally with Developers, Business Partners, Project Managers, Management, testers, and others as warranted.</li><li>Protect confidential information and follow all internal HIPAA standards.</li><li>Support occasional after-hours/weekend support expectations.</li><li>Support and promote the Verity values through positive interactions with both internal and external customers on a regular basis.</li><li>Attend to other initiatives and goals towards Verity continuous growth and prosperity within the 3408 business.</li></ul></div><br/><strong>Experience, Skills and Qualifications</strong>:<ul> <li>BA, BS preferred or applicable experience.</li><li>1+ years of moderately technical customer support work.</li><li>Superior interpersonal skills, demonstrating a passion for being helpful and empathetic while using effective troubleshooting techniques for software-oriented problems.</li><li>Excellent written and verbal communication skills with customers and internal colleagues under stressful situations with scheduling limitations and conflicts.</li><li>Proficient with MS Office Suite, especially Word, Excel, Outlook and other common office tools.</li><li>Basic knowledge of remote access tools (Bomgar, PC Anywhere, VNC, and RDC) a major plus.</li><li>An affinity to dive into details and study data to solve problems.</li><li>Ability to analyze technical issues and troubleshoot problems with customer data, configuration and/or Verity database schema.</li><li>Ability to occasionally address issues during off business hours.</li><li>Self-directed and result-oriented.</li><li>Works autonomously but also understands how to use team resources effectively.</li><li>Supports team members to increase overall effectiveness of the team.</li><li>Prioritize tasks and accept working in a fast-paced environment and able to work under pressure of deadlines.</li></ul><strong>Working Conditions:</strong><br/><br/>The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.