Customer Success Support Lead

Job not on LinkedIn

July 17

🍂 Massachusetts – Remote

Although this job is listed in Massachusetts, this company may be open to hiring remote in other states.

💵 $70k - $80k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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QCSS Health

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Healthcare Insurance • SaaS • Finance

QCSS Health is a company that specializes in providing custom technology solutions to improve the management of Managed Long Term Services and Supports (MLTSS) and integrated care programs. Their expert-built platforms, such as the Assessment Editor and Analyzer, Time-Tasking Validator, and Financial Forecaster, are designed to enhance data accuracy, streamline operational efficiency, and ensure precise financial analysis and reporting. These solutions help healthcare payers optimize service utilization, improve care management, and ultimately enhance both health and financial outcomes by resolving inconsistencies, ensuring valid reimbursements, and integrating social determinants of health into care plans.

2 - 10 employees

⚕️ Healthcare Insurance

☁️ SaaS

💸 Finance

📋 Description

• Develop strong knowledge of our Healthcare SaaS Solutions • Serve as the first point of contact for customers seeking technical assistance • Respond to all helpdesk and Knowledge Center support inquiries • Diagnose customer issues with probing questions, reports, and cross-functional department collaboration • Document customer interactions, details of inquiries, complaints, comments, actions taken, and resolutions in Jira • Provide customer support via email, video meetings, or over the phone and walk customers through the resolution process and next steps • Provide a timely first response and resolution of issues with accurate information for end users to meet contractual health plan SLAs • Provide product report suggestions to support customer inquiries • Provide information about QCSS products and services • Lead the daily Help Desk Stand-Up Meeting • Participate in maintaining and improving helpdesk standard operating procedures

🎯 Requirements

• 3 - 5 years working for a software business • 3 - 5 years proven work experience as a Help Desk Associate/ Lead or other technical customer support role • Detail oriented, self-starter with a desire to learn and take on new responsibilities • An energetic, friendly, knowledgeable and optimistic attitude • A strong work ethic and willingness to learn • Excellent written and oral communication skills • Proficiency in Jira, Microsoft Excel, PowerPoint, and Word