Customer Support Specialist - Opeeka : Job Details

FLSA Status: Non-Exempt

Reports To: Customer Support & Implementation Manager

Working Hours: Generally Monday through Friday

Pay Range: $20.00 to $24.00 per hour

Location: Folsom, CA, United States

Opeeka is an innovative technology company, committed to boosting the health and well-being of people from all walks of life. Opeeka is the nation's leader in care collaboration and person-centered outcomes measurement. We provide a robust Software as a Service (SaaS) solution to Healthcare Providers, Healthcare Insurance Companies, Government Agencies, and Community Based Organizations that serve people in need. Opeeka's success and impact has been recognized in the healthcare industry and we are poised to significant growth and continued impact. Learn more at www.opeeka.com/news

Person-Centered Intelligence Solution (P-CIS), Opeeka's principal technology, is a patient outcomes platform that connects to care organizations' existing technology to extend its capability to support value-based care. Payers, states, counties, and care providers use P-CIS to unify the continuum of care, reduce burden on staff, and improve patient outcomes. There is no other technology on the market like P-CIS. It is the only platform to symbiotically work within the ecosystem of care technology to improve workflow, outcomes, care coordination, and overall care system performance.

Opeeka is searching for individuals to join our team who are comfortable working in a fast paced environment and are interested in leveraging their proven skills to help Opeeka capitalize on the significant growth opportunities ahead. If you are someone who is looking for an exciting opportunity with an early stage technology leader, keep reading.

Company Benefits

Opeeka offers a full range of competitive Company benefits to eligible employees.

Vacation

Full-time employees are eligible to earn and accrue vacation upon the first day of work. All full-time employees are eligible to accrue at least 80 hours of paid vacation time annually, and annual vacation time increases based on tenure.

Sick Time

All employees will be granted 5 days (40 hours) of paid sick leave in a lump sum at the time of hire and subsequently, at the beginning of each year on January 1st. Employees may begin to use paid sick leave on their 90th day of employment (or sooner, if applicable law requires). Employees can use up to 5 days (40 hours) of paid sick leave per year.

Holiday Pay

Upon hire, all employees will receive holiday pay for the Company observed holidays, which includes all Federal Holidays and the day after Thanksgiving.

Medical Insurance Benefits

Opeeka provides the option of a comprehensive medical insurance plan for eligible full-time employees and their dependents. Employees are eligible to enroll in the medical program on the first of the month following 30 days of continuous employment. The Company will pay a portion of the medical insurance premium, up to $550 per employee and up to $450 for covered dependent(s). Medical insurance benefits are available to employees, the employee's spouse or registered domestic partner, and the employee's legal dependents.

Dental and Vision Benefits

Eligible full-time employees may also enroll in an employee only, an employee plus children or a family contract on the first of the month following 30 days of employment. For eligible full-time employees, the Company will contribute 100% of the Dental plan cost for the Employee. Employee is responsible for 100% of the cost for covered dependent(s). Employees are responsible for 100% of the cost of Vision coverage.

Retirement Plan

The Company provides eligible full-time employees with a Safe Harbor 401k plan. The Company will match an employee's elective contributions on a dollar-for-dollar basis, up to 4% of your annual compensation. Full-time employees are eligible to enroll in the 401K plan following 90 days of continuous employment.

Job Summary

Acts as the first point of contact with users of Opeeka's software products. Assess users' needs and provide direct support to solve problems. Requires self-directed action with exceptional organizational and problem-solving skills. Develop teaching outlines and determine instructional methods, using knowledge of specified training needs and effectiveness of such methods as individual customer training and customer group instruction. Prepare, organize and lead training sessions covering standard training, specialized training or counseling in designated areas.

This position is not eligible for remote work / telecommuting.

Duties & Responsibilities

• Act as an expert user of Opeeka's software products.
• Develop software training materials.
• Assist with software testing.
• Assist with configuring software for new customers and for sales demonstrations.
• Deliver training resources to customers.
• Troubleshoot user questions/issues.
• Manage customer support requests using chats, tickets, emails, and phone calls.
• Document all customer inquiries in CRM tool.
• Collaborate with field science team to arrange software demonstrations.
• Respond to customer emails, chats and other forms of customer support channels.
• Manage customer support inbox/tickets via tracking software.
• Diagnose and determine the root cause of customer's software problems and facilitate timely and effective solutions.
• Log bugs and enhancement requests into software development tracking system(s).
• Respond to internal requests for support.

Financial Responsibilities

Includes tracking and monitoring actual labor hours associated with projects to ensure labor costs stay within approved project budget.

Supervisory Responsibilities

There are no supervisory responsibilities for this position.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Skills and Abilities

• Demonstrated initiative, conscientious, and ability to completely follow through on aspects of responsibility

• Proven analytical and problem-solving skills
• Demonstrated attention to detail
• Demonstrated desire to work with people
• Demonstrated desire and ability to work as part of a team
• Excellent oral and written communication skills
• Proven passion about digital health and operational efficiency
• Passionate about solutions that improve patient care

Education and/or Experience

• Four-year College degree preferred (B.A., B.S., or equivalent, recent or upcoming graduates with prior work experience ok).
• 2+ years work experience.
• 2+ years experience with a wide range of application software packages, including standard business productivity software (e.g., Windows, Word, Excel, Outlook, PowerPoint, Adobe Acrobat).

Physical Requirements:

• Frequent on-site, team interaction.
• Frequent sitting, standing, and walking.
• Occasional to frequent repetitive motion.
• Frequent talking and listening in person and over the phone.
• Close up and distance vision requirements.
• Manual dexterity sufficient to operate a keyboard and other office equipment

Emotional/Psychological Demands:

Ability to cope with: long periods of concentration; pressure and deadlines; occasional long or irregular hours; occasional public contact; changing priorities.

Work Environment:

Open office environment; moderate temperatures; moderate noise levels.

Compensation details: 22-27

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