Customer Support Analyst, Updox – REMOTE US

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 685,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Fitness & Wellness industries.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://careers.evercommerce.com/us/en

We are looking for a Senior Customer Support Analyst (CSA) to focus on our MDCoder and Charge Capture by MDTech products. Updox, an EverCommerce company, provides next-generation virtual care, patient engagement and office productivity solutions that enable practices to reduce costs and drive revenue. Based on increasing demand for solutions that seamlessly work together to improve practice efficiency and provide an engaging patient experience, Updox has continuously brought new functionality to market. This role will join the tight-knit Updox Customer Experience (CX) team for its charge capture division.

As a CSA, you love a mystery and will not stop until the mystery is SOLVED. You dig in and find answers to problems and save the day. You enjoy talking with customers each day, building relationships, and may even sharing a recipe or gaming tip (or two). You are hardworking and still enjoy laughing with your team and learning something new each day. You work well with your team and supporting teams to make sure YOUR customers have what they need to be successful each day.

The ideal candidate is a self-starting and flexible individual seeking growth opportunities within a high growth company.

Responsibilities:

• Working with health care professionals (doctors, pharmacists, nurses, front office staff, medical records and information technology staff) to advise and assist in the adoption of Updox - Charge Capture solutions

• Triaging and resolving support requests via phone, email, video and remote web access

• Providing both proactive and highly responsive communications

• Working closely with our Development Support, Customer Success and Onboarding Teams

• The ability to work a flexible schedule, which may include weekday/weekend evening call shifts

Skills and Experience needed for success in this role:

• 5+ years of Customer Support experience

• You are a great communicator, and it shows through how you present yourself and in every aspect of your communication whether a conversation, an email, or a note on a sticky pad.

• You always think ahead and anticipate the needs of our clients and our team, and you are energized by a fast-paced collaborative environment

• Experience in a customer-facing role troubleshooting desktop or browser-based application software in Windows, and mobile environments

• Excellent verbal and written communication skills

• Experience in health care provider practice management or Electronic Medical Records software is preferred

• Experience using customer service policies and procedures, as well as customer service technologies such as case management software (Zendesk) and telephony systems is preferred

• Ability to seamlessly transition between a variety of tasks in a dynamic environment

• Bachelor's degree or equivalent experience

Where:

The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.

Benefits and Perks:

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid

• Continued investment in your professional development through Udemy

• Robust health and wellness benefits, including an annual wellness stipend

• 401k with up to a 4% match and immediate vesting

• Flexible and generous (FTO) time-off

• Employee Stock Purchase Program

• Student Loan Repayment Program

Compensation:

The target base compensation for this position is $55,000 to $65,000 USD per year in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.