About us: EZDERM’s philosophy and vision for success starts with our people. We are looking for truly passionate and self-motivated employees to continue pursuing our growth in the dermatology space. Founded by a practicing dermatologist, EZDERM offers dermatology practices an industry specific software suite (EHR, Practice Management, Patient Portal, and Check In App) as well as full cycle billing services. We differentiate ourselves with our modern software solution and white glove customer service. As a leading dermatology SaaS platform, EZDERM provides a cutting edge and intuitive software solution along with a supportive partnership to our community of users.
Job Overview: As a Software Support Specialist, you'll be the friendly face and helpful voice of EZDERM, guiding our users through any challenges they encounter with our full suite software. You'll play a crucial role in ensuring our clients have a positive experience and can focus on what matters most: providing excellent patient care. This is a full-time, non-exempt position.
Essential Duties and Responsibilities:
- Achieve mastery of EZDERM’s full suite of software and stay up to date on new features and workflows within the software suite.
- Answer support calls, tickets, and direct emails from clients in a timely, polite, and accurate manner.
- Submit feature requests, activation forms, and bug reports; provide a timely response to clients and/or manage expectations.
- Assist in content creation and maintenance of support articles and videos.
- Address Facebook posts on the EZDERM community page
- Understand common dermatology terms, including but not limited to medications, diagnoses, and procedures.
- Document all communication in accurately and completely in the CRM software.
- Participate in project meetings and complete work associated with the project.
- Rotation on extended support hours.
- Assist certified trainers with tasks associated with the onboarding of new EZDERM users.
- Performs any other duties or responsibilities as requested.
To be successful in this role, you'll need
- 2+ years of medical or administrative work at a dermatology practice (or 2+ years of call center support or working with a B2B SaaS company)
- Prior experience in a high-volume phone /ticket support role is a plus.
Other highly preferred knowledge, skills and experience and key characteristics
- Strong problem identification and analytical skills required
- Superior customer service skills
- Ability to multi task and manage multiple moving parts
- Excellent verbal and written communication skills required
- Strong computer application skills required
- Understanding of general systems technology required
- Ability to travel domestically >25% of the time required
Travel/Physical Demands
Travel up to 25% domestically which requires a valid driver’s license and acceptable driving record and valid passport.
Physical Demands: Bending, sitting, and standing for long periods of time. May require lifting objects weighing up to 20 lbs. as needed.
Compensation
$26-$28.50 Depending on experience
Benefits
All full-time employees are eligible for our generous benefits package on their first day of employment.
- Health, dental and vision insurance
- Short term and long term disability plans
- 401 (k) retirement plan
- Paid time off
- Additional voluntary benefits
Our Core Competencies
The following competencies are organizational in nature in that all EZDERM employees are expected to exhibit these competencies and will be used as part of the basis for the employee’s performance evaluation.
Teamwork, Integrity, Communication, Customer Service, Problem Solving.
Equal Employment Opportunity Statement
EZDERM values diversity in the workplace and among our partners, clients and other stakeholders.
EZDERM provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity or expression, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.
Furthermore, EZDERM is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity or expression, disability, marital status, veteran status, genetic information or any other status protected by law.
Job Type: Full-time
Pay: $26.00 - $28.50 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Night shift
Experience:
- Help desk: 1 year (Preferred)
- Medical administrative support: 1 year (Preferred)
Experience:
- Help desk: 1 year (Preferred)
- Medical administrative support: 1 year (Preferred)
Work Location: Remote
