Who We Are
QGenda is redefining healthcare workforce management everywhere care is delivered. We're on a mission to empower the healthcare industry to better onboarding, deploy, and manage their workforce. Over 4,500 healthcare organizations have trusted us to help them make strategic workforce decisions through our unified software platform. With more than 600 employees across the US, we are united in our vision and culture to make a difference for our customers, while enjoying the day-to-day. At QGenda, we value our employees and their contributions toward the success of the business.
We strive to create a dynamic work environment that fosters growth, innovation, and collaboration, where employees can be proud of the work they do and the impact it has on the healthcare industry. QGenda is headquartered in Atlanta. To learn more about QGenda, visit us at qgenda.com or follow us on Instagram or LinkedIn.
About Your Role
Within our Customer Experience (CX) organization, we are looking for customer focused individuals that want to help carry out the CX mission of enabling our healthcare customers to maximize the value of QGenda! Individuals that have a thirst for knowledge, a natural curiosity to learn and a desire to help customers solve their business objectives with technology. As a QS team member, you are a QGenda product expert and will leverage your knowledge to provide the highest quality of support and help customers enjoy a meaningful customer experience.
You will work closely with the Technical Account Management (TAM) team as well as every other team within QGenda to provide excellent customer service.
How You’ll Make an Impact
As a QGenda Support Specialist, you will provide an exceptional support experience for QGenda’s customers by delivering our industry-leading best practices for our Shift Admin product. You will work closely with members from across the greater Customer Experience organization to provide creative solutions to support requests.
Key Duties
- Maintains a professional and positive attitude in all customer and company interactions, both internal and external.
- Demonstrates foundational technical Shift Admin knowledge needed for Tier 1 & 2 support.
- Manages appropriate customer expectations, adheres to Service Level Objectives, and achieves target cases/calls consistently.
- Delivers high customer satisfaction and low customer effort by providing solutions to issues in a timely fashion, escalating to tenured team members as necessary.
- Promotes customer stability and self-reliance through knowledge-transfer and leveraging Shift Admin/QGenda Help Center.
- Adheres to all support policies, workflows, and ticket-handling processes.
- Completes shift coverage requirements as needed.
- Ability to handle phone support with verbal and technical proficiency.
- Ability to manage project assignments while continuing to manage a standard caseload of customer-facing/submitted support requests with thoroughness and accuracy in solution.
- Ability to share best practices, train/mentor, and answer technical questions as tenure progresses.
- Collaborates with members of the CX organization as needed to ensure positive customer experience.
- Completes other duties as directed by a member of QGenda management/leadership.
Who You Are
- Highly collaborative across the QS organization
- Excellent case management and time management skills
- Ability to follow protocols and policies as defined by QGenda and QS Leadership
- Detail oriented; Ability to complete assignments and maintain communication with a high degree of accuracy and timeliness
- Demonstrates strong written and verbal communication skills
- Understanding of tasks, deliverables and requirements with regard to project assignments, cases, and workload
Experience You Bring
- High School Diploma or GED and at least 2 years experience in customer service, tech support, or related field as approved by HR and QS Leadership, OR
- Associates / Bachelor’s degree preferred, 0 years experience required.
- Shift Admin or Physician EM/HM Scheduling Experience preferred
Not Required, But Nice to Have
- Computer programming skills or previous technical support experience
Applicants for this position must be authorized to work for any employer in the U.S, including located in the US. We are unable to sponsor or take over sponsorship of an employment visa at this time.
What’s In It For You
We offer a comprehensive total rewards package to support our full-time employees and their family’s day-to-day needs, well-being and major life events, which includes:
- Fully company-paid options for medical (both in-person and virtual), dental and vision insurance
- Flexible paid time off (PTO) policy to enjoy periods of uninterrupted rest and relaxation for a healthy work/life balance
- Paid parental leave for birth, adoption or permanent placement 401(k) with company match
- Options to work in a hybrid-working model or remotely from home, depending on the position
- Annual Costco membership, cell phone stipend, commuter benefits, in-office perks and more
QGenda delivers technology solutions to improve how healthcare is delivered and increase access - for everyone. We can only succeed by bringing together diverse minds, thoughts, ideas and team members to create better solutions for our customers and make us a better company as a whole. We are committed to creating a culture of embracing diversity, inclusion and equity for all. QGenda is an Equal Employment Opportunity employer and makes all employment decisions without regard to race, color, religion, creed, gender, sex (including pregnancy), sexual orientation, gender identity or expression, natural origin, ancestry, age, marital status, disability or genetic information, military status, status as a disabled or protected veteran or any other protected status under applicable law. If you require accommodations or assistance to complete the online application process, please contact recruiting@qgenda.com and identify the type of accommodation or assistance you are requesting.
Do not include any medical or health information in this email. We will respond to your email promptly.
