Customer Support Agent Job Description
(Remote, Hubspot, B2B, SaaS, Healthcare)
San Mateo, CA 94401
Our Remote Customer Support team is continuing to grow and we're on the search for exceptional people who can help us build & support our customers. We're looking for people who work in the following time zones: Eastern, Central and Mountain.
We’re looking for an enthusiastic and proactive Customer Service Agent for our growing company. This role is a significant opportunity for a results-driven professional to grow in their career and have a visible positive impact on the growth, culture, and work processes of Carta Healthcare.
Role and Responsibilities:
The role of Customer Service Agent will require a passion for technology and its capacity to have a positive social impact. In this role, you will:
Work 100% remotely to partner with our customers and effectively resolve issues through phone, email, and chat.
Maintain comprehensive knowledge of Carta’s software suite to diagnose software issues, engaging with our product and engineering teams to solve more complex product issues
Collaborate with account managers or sales teams to identify opportunities for existing customers to use more services
Provide support & guidance to marketers, salespeople, and service professionals across our customer base that use Carta’s software
Help customers navigate a variety of tools & features within Carta’s software
Communicate thoughtful, customized solutions that help customers move forward and grow their business
Show composure, resilience, and flexibility as customer needs develop and case volume changes.
Be an expert in using Hubspot to support your work and team collaboration
We are looking for people who:
Possess technical aptitude or familiarity with software concepts
Are interested in building technical knowledge around medical data management, EMRs and healthcare software
Have demonstrated experience in customer service and are passionate about the customer experience
Can autonomously troubleshoot and further investigate to fix a problem
Adapt quickly to changing priorities and customer needs
Have remote experience or an ability to be self-sufficient and autonomous to meet goals in a remote setting
About Carta Healthcare:
Through our software solutions, Carta Healthcare is committed to helping transform hospitals towards a more efficient system by making data more useful in their quest to better understand the patient journey and ultimately improve patient care. Our technology is created with the goal of liberating clinicians of busy work and allowing them to focus on their patients and larger patient populations. Initially, this position will be focused on selling Cartographer and Atlas to hospitals and health systems.
Cartographer enables hospitals to use data from any source system - the Electronic Health Record, Cath Management System, Pharmacy System, etc. to fully understand a patient’s journey through the hospital. Cartographer is Carta’s core data platform, using Artificial Intelligence (AI) techniques to read and organize clinical notes and extract additional data.
Atlas is the AI tool used to enhance the data abstraction process, improve data quality, provide cost efficiencies and cure “Registry Fatigue”. Atlas’ data abstraction takes a fraction of the time compared to unassisted abstraction processes by automatically populating registry data fields via data from the EHR using structured and unstructured fields such as clinical notes.
Carta Healthcare is headquartered in beautiful San Mateo, California and Portland, Oregon.
What we offer:
Opportunity to bring high-impact tools to healthcare teams that need our solution to improve patient care.
An excellent work culture that fosters growth, creativity and a sustainable work-life balance.