Customer service specialist

Promptly is an eHealth startup company that aims to revolutionize healthcare by making health outcomes available to everyone. Within one year, we aim to be conducting several pilot-studies in hospitals and healthcare systems in different geographies and by 2020 we will be reaching 1M patients in at least 4 different countries.

We are currently seeking a Customer Service Specialist. We are looking for someone who is passionate about bridging business and technology, and wants to be on the journey of making value-based care a reality in Portugal and worldwide.

Duties & Responsibilities

Our Customer Service Specialist will be responsible for the assistance to our customers with technical and operational problems when using our products and services. You will have as main responsibilities the analysis and resolution of clients requests, guide users through features and functionalities and assure the quality of the products. You shall be an excellent communicator.

Duties include, but are not limited to:

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Share feature requests and effective workarounds with team members
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Development teams
• Conduct the validation of the product on clients
• Responsible for the product quality assurance
• Produce high-quality documentation that meets applicable standards

Qualifications and work experience

• Academic background in Information Technology or relevant area
• 1+ years of experience in similar positions
• Problem-solving, excellent communication and organizational skills
• Multi-tasking abilities
• Patience when handling tough cases
• Excellent written and verbal communication skills (English is mandatory,Spanish is a plus)
• Understanding of healthcare industry is a plus

What we offer

• Fantastic working environment, with a young and enthusiastic, and talented team; Remote-friendly model
• Fantastic working environment, with a young and enthusiastic, and talented team
• Ownership, defining your own career pathway
• Competitive salary and other benefits (health insurance, gym, office food,...)
• Unique growth opportunity, being one of the firsts on a fast-growing team