Customer Care Representative for MTM Health supporting customers through inbound calls. Utilizing empathy and accuracy to manage 60 - 80 calls daily while working on - site at Norton, VA.
About the role
- Customer Success Support Specialist serving as primary support contact for healthcare customers. Focused on communication and problem-solving in a hybrid role based in Madison, WI.
Responsibilities
- Serve as a primary support contact for customers via phone, email, and ticketing systems (Zendesk)
- Communicate clearly and professionally with physicians, technologists, and clinical staff
- Triage incoming support requests and coordinate with internal technical teams when needed
- Provide step-by-step guidance to users in a calm, clear, and patient manner
- Track and document issues thoroughly to ensure visibility and timely resolution
- Follow up proactively with customers to confirm resolution and satisfaction
- Escalate complex or urgent matters appropriately and ensure accountability through resolution
- Identify recurring themes and communicate trends to internal teams (Product, Engineering, Clinical, Sales)
- Contribute to process improvements and documentation to enhance the overall customer experience
Requirements
- High school diploma or GED required
- 2+ years of experience in customer service, client support, healthcare support, or related role
- Exceptional written and verbal communication skills
- Experience interacting with healthcare professionals strongly preferred
- Demonstrated ability to manage multiple priorities in a structured, organized manner
- Professional, calm, and solutions-oriented demeanor
- Strong follow-through and attention to detail
- Comfortable learning new software systems and tools
- Ability to work collaboratively in a remote and cross-functional environment
- Associates or Bachelor's degree in healthcare administration, communications, business, or related field preferred; equivalent work experience considered
- Familiarity with medical environments (hospital, imaging center, ambulatory clinic, etc.)
- Experience with ticketing systems (Zendesk, Freshdesk, HubSpot, etc.)
- Experience in medical device support, or healthcare operations
- Experience working within a Quality Management System (QMS) or regulated environment
- Light technical aptitude (comfort troubleshooting devices, basic system configuration)
Benefits
- Remote and flexible schedule - we are a remote company with hybrid options and support for flexible schedules!
- Health, dental, and vision insurance with options to choose a plan that fits you and your dependents needs.
- Paid time off options - we want our employees to rest, recharge, and feel better.
- Stock options - we want team members to feel ownership in the organization. When EnsoData does well, you do well.
- Company Bonus Program - if we do well, we want to reward our team members! This position may include participation in the company bonus program.
- 401k to help people invest in the future.
- Team Summits! We look forward to opportunities to gather in person and enjoy a few days together. We participate in team events and gain some great in-person time.
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