About Us:
Verifiable is a credentialing and network monitoring platform built to help healthcare organizations optimize operations with error-free, fast verifications and to stay compliant with ease. We are an official Salesforce vendor, winning the 2024 Salesforce Partner Innovation Award. We work with leading healthcare organizations such as Humana Dental, Zelis, Talkspace, Headway, Empower Pharmacy, and many others.
The Role:
The T3 Technical Support Specialist is the point of escalation for customers seeking advanced product or technical assistance. This individual is responsible for providing technical support and managing technical escalations from the T1 support team.
Responsibilities
Responsible for all advanced product and technical requests escalated from the Tier 1 support team
Develop and maintain advanced troubleshooting tools and documentation
Provide training and guidance to T1 support team members.
Provide prompt and accurate assistance to customers by identifying, troubleshooting, and resolving advanced technical issues.
Develop a strong understanding of Verifiable and Salesforce to effectively assist customers and provide accurate information.
Conduct thorough analysis of customer inquiries to determine the root cause of the problem and escalate complex issues to the appropriate internal teams when necessary.
Deliver superior customer service by actively listening to customer concerns, empathizing with their issues, and providing clear and concise instructions to resolve problems
Document and maintain detailed records of customer interactions, technical solutions, and follow-up actions
Collaborate with cross-functional teams, including product, sales, and customer success to provide feedback on common customer issues and contribute to enhancements
Contribute to the creation and maintenance of knowledge base articles, FAQs, and troubleshooting guides to facilitate self-service options for customers
Identify opportunities to improve customer support processes and workflows, and actively participate in continuous improvement initiatives About You
3+ years of Salesforce Consultant or Administrator experience.
2+ years working in ticketing or queue system
Proven experience in technical support or customer service roles, preferably supporting Salesforce products
Strong understanding of Salesforce including configuration, customization, and troubleshooting
Excellent problem-solving skills with the ability to analyze complex issues and provide accurate resolutions
Exceptional communication skills, both written and verbal, with the ability to explain technical concepts to non-technical individuals
Outstanding customer service skills, with a strong customer-centric approach and the ability to handle difficult situations with patience and empathy
Ability to work in a fast-paced environment, prioritize tasks, and manage multiple customer inquiries simultaneously
Exceptional documentation skills for customer issues and best practices
Self-motivated and proactive with a strong desire to continuously learn and improve technical skills
Customer-focused mindset with a passion for delivering high-quality service
Salesforce certifications (such as Salesforce Certified Administrator) Additional Information
More About Verifiable:
We’ve grown to over 100 employees in 5 years. Steady revenue growth allowed us to secure a $27M Series B led by Craft Ventures, bringing us to $47M in total funding.
We value the many benefits of remote work, so we’re fully distributed across the US and internationally.
Benefits include Health/Vision/Dental plans, unlimited PTO, new Apple equipment, and startup equity as part of your comp package.
