Help support and engage a passionate community of clients in this Customer Support role. Working alongside a Customer Success Manager, you will help to ensure the successful implementation and retention of all clients assigned to their team by assisting with renewals, collections, inventory, customer questions, and setting up appointments. This role requires excellent customer support and problem-solving skills.

Join us as a Senior Technical Account Manager, where you'll be a driving force behind our largest customers' success stories. As a pivotal link between our innovative software and our valued customers, you'll deliver specialized product guidance that aligns with each customer's business vision. Dive deep into understanding their technical requirements, building strong relationships, and championing their triumphs with our products.

Work directly with our Customer Support team as we build out our user journey, from onboarding to advocacy. We’re looking for someone passionate about improving the customer experience - while not being afraid to connect with customers to understand their needs and help them succeed with Novo.

The Customer Support Specialist’s main responsibility is to assist customers in successfully using Higher Logic’s software solutions by providing technical support and customer service through various channels, requiring strong communication skills and expertise in troubleshooting. This position supports Australia based customers with work hours between 3:30pm ET - 12am ET and 5:30pm ET - 2am ET.

Be the first point of contact for troubleshooting virtual agent issues, working to resolve technical problems promptly. You will provide technical assistance on integrating APIs, configuring conversation flows, training models, and troubleshooting any deployment challenges. You will conduct strategic reviews with clients to discuss performance, roadmap, and opportunities.

In this fully remote role, you will be the first point of contact for new patient inquiries through SMS & phone calls. Engage in empathetic conversations, build trust, and guide prospective clients to the next step in their care journey. The role requires timely lead response, accurate documentation in the CRM, and a relationship-centered approach.

You will be responsible for supervising and guiding a team of Virtual Receptionists, ensuring they deliver exceptional service while meeting performance targets. Your leadership will contribute to the overall success of our organization by fostering a positive and productive work environment.

Be the primary point of contact for clients in the Broker Channel, working with sales, product, operations, marketing, and support teams. Manage processes for broker channel accounts, facilitate customer transitions, and present plan data. Serve as a consultant, providing advice on benefits, compliance, and wellness programs.

As a member of our Customer Experience Team, you will manage order intake, performing internal workflows to capture and process patient orders end-to-end, remotely engaging with patients and caregivers by doing outreach via phone, email, and other communication platforms, and interfacing with our healthcare partners.

Interact directly with customers, understand their needs, troubleshoot issues, answer product and banking inquiries, resolve issues, and perform proactive account maintenance while delivering a seamless customer experience across all channels. Field inbound calls and chats, own the digital-onboarding experience and help customers onboard, resolve issues and communicate status.