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Theralytics

Theralytics is looking for a Customer Support Representative (remote) to join our team. In this role, you&rsquo;ll provide friendly, efficient, and knowledgeable support to ABA therapy providers using our practice management and data collection software. You'll play a key role in helping customers get the most out of our platform.Responsibilities<ul><li>Provide first-line telephone, video conferencing (Zoom), chat, and email technical support.</li><li>Accurately categorize and document all customer interactions using a ticket tracking system such as Freshdesk / Jira.</li><li>Troubleshoot issues, guide users through solutions, and escalate complex cases as needed.</li><li>Collaborate with the support and product teams to relay feedback and identify recurring issues.</li><li>Help maintain support documentation and contribute to knowledge base articles.</li><li>Stay up to date on platform updates, especially changes related to forms functionality.</li><li>Leverage internal tools, Standard Operating Procedures (SOPs), and Knowledge Base documentation to troubleshoot and resolve technical issues.</li></ul>Requirements<ul><li>1&ndash;3 years of experience as a customer service agent in technical support and/or Registered Behavior Technician within the ABA SaaS, healthcare, or technology sectors is required.</li><li>Comfortable learning new software tools and explaining technical processes to non-technical users.</li><li>Organized, detail-oriented, and able to manage multiple support requests efficiently.</li><li>Ensure compliance with security, availability, confidentiality, HIPAA, and privacy policies when handling sensitive client data.</li><li>Provide step-by-step guidance to customers, including video recordings demonstrating product use and written guides with steps and visuals</li><li>Prioritize support cases (SEV1&ndash;SEV5) and provide regular updates on open issues to ensure Service Level Agreements are met.</li></ul>Join Theralytics and help support the tools that empower ABA therapy providers to do their best work.Job Type: Full-timePay: $18.00 - $20.00 per hourBenefits:<ul><li>401(k)</li><li>Dental insurance</li><li>Health insurance</li><li>Paid time off</li><li>Vision insurance</li></ul>Application Question(s):<ul><li>How many years of technical customer support experience do you have?</li><li>Why do you want to work at Theralytics?</li><li>Do you have any ABA therapy experience?</li></ul>Work Location: Remote

Customer Support Representative (Remote) - ABA Therapy Software

Join Theralytics and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Theralytics

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Customer Support Representative (Remote) - ABA Therapy Software