Summary of Job:
As the Digital Support Specialist, your focus will be on the implementation of the mobile app product as well the facilitation of the onboarding process and post-onboarding process. This role requires working closely with both customers and internal teams for product delivery while taking point as primary escalation support. This position will be based out of our HQ in Austin, TX and is a hybrid position. Description of Job Duties:
- Upload materials and update pharmacy customer websites with app information.
- Develop and refine visual branding assets (e.g., icons, logos, promotional graphics) to ensure a polished, professional, and consistent brand identity for clients.
- Communicate with customers via phone, email, and zoom call to move through onboarding roadblocks.
- Work with Google & Apple support to move through technical roadblocks on behalf of the customer where appropriate, including both submissions and resubmissions.
- Ensure app metadata, descriptions, screenshots, and compliance requirements are properly submitted for app store approvals.
- Facilitate the app appeals process, being the bridge between departments and the customer.
- Maintain documentation and checklists to support accurate and timely app store submissions.
- Developer account maintenance: monitoring account status, overseeing apple developer invitations, actioning on outstanding agreements, and other administrative tasks.
Required Education, Knowledge and Special Skills:
- High school diploma or equivalent
- 2+ years of customer support or related experience
- At least 1 year of prior experience working with customers via phone, video conference and email
- Demonstrated experience and working proficiency in visual design tools including Photoshop, GIMP, Photoshop, Illustrator, FIGMA or equivalent tools
Preferred Knowledge and Experience:
- Prior experience in the Pharmacy Industry
- Excellent verbal and written communication skills
- Comfortable learning new tools and being creative to solve problems
- Strong organizational skills including attention to detail and multi-tasking
- Curiosity to learn about our products, clients, and industry
- Experience with Salesforce
- Experience with Wordpress, Spacecrafted, or other template-based website builders
Other Information About This Job:This job will be based out of our HQ in Austin and is a hybrid position requiring at least two days a week in office.
