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Customer Support Agent (Panama)

Remote Global Post Series C

Short-staffing hurts healthcare workers, facilities, and patients. Fixing that is our mission.

As many as 90% of registered nurses have considered quitting the profession next year if critical workplace issues like short-staffing aren’t resolved, according to this study. This crisis touches us all, because we all need healthcare.

Clipboard Health exists to solve the problem of short-staffed facilities and to lift as many people up the socio-economic ladder as possible. To do this, we've created an efficient and transparent marketplace for healthcare facilities and healthcare professionals to fill shifts.

About Clipboard Health:

Clipboard Health is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent. We are a diverse and inclusive company with a global, remote team. We have been named one of YC’s Top Companies for two years running, and have grown 25x across all key metrics in the last 18 months. There has never been a more exciting time to join our growing team and help us serve even more healthcare professionals and healthcare facilities, who can then better serve patients. To learn more about the culture at Clipboard Health, take a look at our culture hub here.

About the Role

We are looking for customer-centric individuals to elevate our Facilities' customer experience. You own your customer's issues and provide the best solutions and service by moving as fast as possible. You go out of your way to make sure the customer is taken care of. You exhibit the highest standards of customer service and are the customer's first point of contact. You are a problem solver and solution-driven. You think on your feet, take initiative, and know when to escalate situations. You work independently and thrive in pressure environments. This is a fully remote position.

Day-to-Day Responsibilities

  • Process customer contact and deliver prompt solutions through phone, chat, and email
  • Communicate and collaborate with different departments
  • Investigate, research, and resolve customer issues
  • Handle tough and dissatisfied customers politely and professionally
  • Track and follow up on all customer requests in a timely manner
  • Manage conflicting priorities
  • Defuse angry customers
  • Provide outstanding and exceptional customer service.

Your First Days

30 Days

You don't walk, you run. You will have completed your training and onboarding into the role and our fast-paced Customer Support department. You will have knowledge of the business and will begin to understand our customers. You will have general product knowledge and a grasp of our high customer experience standards. You will have an understanding of our systems and processes and know where and how to find solutions.

60 Days

You will have high quality product knowledge and experience handling and addressing customer concerns and your day-to-day activities. You will be self-reliant, your own expert for finding customer solutions. You will have mastered first call resolutions with minimum handling and wait times. Your tickets will be well marked, promptly addressed and resolved.

90 Days

You are a customer champion; your extreme curiosity leads you to frequently make recommendations on how the team can improve our daily work with our customers. You are meeting our uncomfortably high standards and helping to change the landscape in nursing across the United States.

What Sets You Apart

You are quick and think on your feet. You communicate clearly and are at ease with handling difficult situations and customers. You don't crack under pressure. You are attentive to detail, and flexible with your schedule and delayed break times. You consistently exceed expectations.

System Requirements (NO CHROMEBOOKS, NO LINUX OS)

  • Minimum 15Mbps wired internet connection
  • Minimum i5 processor or equivalent
  • Minimum 8GB Ram
  • Wired headset
  • Quiet working environment
  • Backup power and internet

We operate 24/7 and work on a rotating roster. You must be OK to work weekends on any shift.

Pay: US $1,200 monthly. Applications in English. Accepting candidates from Panama ONLY. Reviewed on a rolling basis.