About the position:
Stellar is seeking an Onboarding and Support Specialist (L1) who will play a pivotal role in ensuring a seamless experience for our customers from onboarding to ongoing support. As a key link between our company operations and our customers, you will provide comprehensive training to our new Medical Group users and deliver hands-on customer service through accurate and timely responses to inquiries.
Reporting to the Director, Provider Operations, and collaborating closely with Product, Engineering, and Strategic Operations teams, you will be instrumental in maximizing the value our providers and users derive from the Stellar App throughout their journey on our platform. You will also have the opportunity to actively contribute to new initiatives as we pilot processes and expand the Onboarding & Support function within our company. You will spend the majority of your days working directly with providers and users over training calls, customer support tickets, and outbound outreach. If you are passionate about healthcare technology and possess a talent for delivering exceptional customer service, we encourage you to apply.
What you’ll do:
- Serve as the initial point of contact for customers via various communication channels (phone, email, and live chat)
- Provide group and 1:1 training to new Medical Group users to ensure a smooth onboarding experience.
- Reproduce and troubleshoot user issues or product bugs and provide clear and accurate solutions.
- Develop a deep understanding of our software product (the Stellar App), features, and functionality. Stay up-to-date with product updates and enhancements
- Contribute to knowledge base articles for common issues.
- Assist customers in understanding and effectively utilizing the Stellar App by providing step-by-step guidance and training
- Collaborate with Operations, Product, and Engineering teams to diagnose and resolve technical user problems promptly.
- Escalate incidents in a timely and efficient manner, ensuring accurate reporting and documentation.
- Author and maintain support documentation to improve user experience or efficiency of product support activities.
- Gather customer feedback and insights, relaying them to the product development and QA teams for continuous improvement. Recommend creative solutions to enhance the user experience.
- Adhere to company policies and procedures, including data security and privacy standards, to safeguard customer information and uphold the highest ethical standards.
As Onboarding and Support Specialist you should have:
- Prior experience in a software technical support or training role (such as customer experience, training specialist, customer support)
- Dedication to delivering world-class customer experience. You exhibit empathy, courtesy, helpfulness and efficiency.
- Excited about helping providers and users - comfortable communication across multiple channels
- Excellent communication, interpersonal skills, and professional writing skills to clearly articulate information and make recommendations that improves the customer experience
- Strong critical thinking, organizational skills and the ability to work effectively in a fast paced, ever evolving environment
- Admiration for teamwork and the ability to work with different internal groups to enhance our customer’s experience
- Experience with Zendesk helpful, but not required
Pay:
The salary range for this role is $63,000 - $75,000 and will be eligible for a quarterly performance based bonus. Where a new hire falls within this range will be based on their individual skills and experience, and how these competencies compare across other employees in the same role. Stellar's bands are designed to allow for individual compensation growth within the role. As such, new hires typically start at the lower end of the range. Stellar rewards performance and outcomes - should you join the company, you will have the opportunity to grow your salary over time.
Stellar reserves the right to change our compensation bands at any time.