9 days old

Client Support Coordinator (Remote)

Indianapolis, IN 46225
  • Job Code

At Springbuk, we're a team of highly driven, team-oriented self-starters. We work hard and win big while crafting a high-energy, inspiring company culture. We aspire to challenge old ways of thinking and impact real change in the healthcare industry. Our team is on a mission to prevent disease with data. Springbuk is a nationwide company with employees who care about empowering smarter healthcare decision-making.

*This is a remote position*

This position reports to the Director of Support. Our ideal candidate will share our mission of arming employers and brokers with the insights to drive engagement, pinpoint risk and deliver a measurable return. If this sounds like you, explore the job specifics below. You might be exactly who we're looking for, and we'd love to get in touch!

Here's what you will do:

  • Own and coordinate a queue of open client issues (Salesforce), initiating resolution steps with internal teams and external parties (clients and vendors) and following up with teams/parties to ensure resolution steps are being taken to solve the issue
  • Work closely with Engineering, Data, and Product teams, as well as Client Success team members to ensure the resolution of technical issues and questions
  • Act as first line of defense for client questions and technical issues, escalating to the engineering and data teams as necessary
  • Resolve any Tier 1 support issues (issues not needing technical support from Data or Engineering teams)
  • Coordinate and complete vendor data audits (non-technical task)
  • Utilize support tools (Salesforce Service Cloud and JIRA) to submit and track cases
  • Become an expert user of the Springbuk platform to assist in client questions and issues resolution
  • Respond to client inquiries with timeliness and professionalism
  • Assist in the creation of knowledge base content and internal support documentation
  • Advocate on behalf of clients and collaborate with other internal teams on process improvements to enhance the client experience

A successful candidate will have:
  • 1-3 years experience, primarily in account management or customer support roles
  • Excellent written and verbal communication skills; comfort with client-facing conversations at the executive level
  • Strong organizational skills
  • Ability to prioritize effectively in a fast-paced environment
  • Strong analytical and problem-solving skills
  • Unwavering commitment to morals and ethics that align with Springbuk's Core Values

Not required but a plus:

  • Experience working with data in Excel or other reporting tools (Tableau)
  • A basic understanding of data handling (data relationships, data tables, basic functions like VLOOKUPS or IF statements)

Being You at Springbuk:

Springbuk's goal is to attract and retain diverse talent and provide an inclusive environment for all where everyone's voice is heard and all employees feel accepted. Springbuk is an equal opportunity employer and we do not discriminate on the basis of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy), gender (including gender nonconformity and status as a transgender or transsexual individual), age, physical or mental disability, citizenship, past, current or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law.

Posted: 2020-11-18 Expires: 2020-12-19

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Client Support Coordinator (Remote)

Indianapolis, IN 46225

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