Job description
What We Do:
Florence Healthcare, Inc. (florencehc.com) software reduces the time it takes to deliver medical cures to those who need them. Our industry-leading software is used to streamline clinical trials at over 10,000 research sites, sponsors, and CROs across 44 countries.
Florence was recognized as the 8th Best Small Workplace to Work in Atlanta in 2022 by the Atlanta Journal Constitution and also received the "New Ideas Award." We were also honored as the Biggest Impact Company, a Top 10 Innovative Company in Georgia by the Technology Association of Georgia in 2021 and No. 31 on the Fortune list of Best Small Workplaces 2021.
What you'll bring to the team:
At Florence we're passionate about making it easy for our customers to contribute to research and find cures. A technical issue should never slow them down! As Customer Success Associate you are their first line of defense.
You will:
- Document user issues reported via chat, email and/or phone
- Guide users to success through our "Need Help?" resources and your knowledge of the tool
- Partner with the Product, Development and Quality Assurance teams to resolve escalated issues and identify how to improve the eBinders experience
- Develop "Need Help?" resources as new features are added or issues identified
- Drive loyalty – Your empathy and efficiency should make our users feel our commitment to their success
- Train new employees through our learning management system and helping to answer questions
- Help us scale as we continue to grow as a company
An ideal candidate is:
- Committed to providing white glove service to our users
- Experienced in a Customer Service/Administrative focused role
- Able to analyze problems, find root causes and propose solutions
- Excellent in guiding users step by step down the right path
- Comfortable learning new software on their own
- Proficient in MS Excel, Adobe Acrobat and MS PowerPoint
- A team player able to interact with other departments
- A holder of a Bachelor's Degree
We'll be extra excited if you have:
- Zendesk experience (Chat, Support and Guide)
- Similar roles in Healthcare Technology/Software
- Imparting or developing Training
What's in it for you?
- Do well. We offer a competitive compensation package, medical and dental insurance, and office space in the heart of the city.
- Do good. We insist that health technology is the highest calling for software development. We pride ourselves on working on something bigger than ourselves; helping advance cures and therapies.
- Make the leap. Join our high-output culture to create innovative, modern, and purposeful software solutions.
Florence supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity or expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical disability, or any other protected class.
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