Customer Care Specialist at Therapy Brands

Locations: Remote – Oklahoma

Full time

Therapy Brands is the premier healthcare technology partner for mental, behavioral, and rehabilitative therapy. Our comprehensive, purpose-built solutions for practice management, data, and billing streamline operations and drive outstanding clinical and financial results.

Trusted by thousands of therapy practices, we simplify workflows, enhance revenue, and empower providers to focus on delivering quality patient care.

Key Responsibilities

• Deliver technical support for software, hardware, and system-related inquiries across multiple channels.
• Research, troubleshoot, and resolve customer issues, ensuring timely and accurate responses.
• Prioritize and implement creative solutions to address customer concerns.
• Guide customers through troubleshooting processes and consult on best practices.
• Maintain a deep understanding of our products and industry workflows.
• Work closely with internal teams, including Customer Success, Services, Education, Engineering, and Product, to enhance customer experience.
• Participate in product testing and provide feedback for improvements.
• Document and track customer interactions to ensure issue resolution and maintain accurate records.
• Identify opportunities to enhance support processes and workflows.
• Act as a liaison between customers and internal teams, ensuring their voices are heard and needs are met.
• Support knowledge base development by creating documentation, technical bulletins, and training materials.
• Provide mentorship and product training for offshore teams.
• Continuously expand product knowledge by reviewing escalated cases and analyzing trends.
• Meet and maintain productivity goals while delivering high levels of customer satisfaction.
• Occasionally travel for training or company meetings as needed.

What We’re Looking For

To excel in this role, you should have:

• Exceptional customer service and communication skills.
• Strong technical and troubleshooting abilities.
• Excellent analytical and problem-solving skills.
• The ability to adapt to shifting priorities and manage multiple tasks efficiently.
• A self-motivated, detail-oriented approach to work.

Job Qualifications

• Strong written and verbal communication skills, with excellent listening abilities.
• Previous experience in a customer support role.
• Proficiency in help desk tools and troubleshooting technology-related issues.
• Familiarity with Microsoft Office Suite.
• Experience working remotely or with distributed teams is a plus.
• Excellent customer relationship management skills.
• Ability to manage multiple priorities effectively.
• Capable of completing tasks efficiently and on time.
• Strong collaboration skills to work cross-functionally with departments such as Development, Product, and Sales.
• Analytical mindset with the ability to define problems, analyze data, and draw meaningful conclusions.
• Experience handling complex technical issues and providing methodical resolutions.

Experience requirements:

• • 1-5 years in customer service.
  • 1-5 years in technical support.
  • 1-5 years in software support/SaaS.
  • 1-3 years of remote work experience (preferred).

How to Apply

• Identify the qualification needed
• Click Apply Now

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