Biofourmis is a rapidly growing, global digital health company filled with committed, passionate professionals who care about augmenting personalized care and empowering people with complex chronic conditions to live better and healthier lives. We are pioneering an entirely new category of medicine by developing clinically validated, software-based therapeutics to provide improved outcomes for patients, smarter engagement & tracking tools for clinicians, and cost-effective solutions for payers. We are collectively devoted to a single-minded idea: powering personally predictive care.
Our dynamic growth has been marked by doubled headcount in the last 12 months via both expansion & acquisition, yielding a global footprint with offices in Boston, Singapore, Bangalore, and Zurich. We are backed by prominent international venture capital investment & have cultivated relationships with worldwide healthcare stakeholders over the last 5 years. Our talented team features numerous PhD’s in Data Science and Biostatistics, over 80 patents, prolific scientific publications, world-class systems, developers & engineers, and leaders in the clinical operations space.
Role Overview
As the primary contact for our end-users, the Customer Service Specialist will provide outstanding service by answering questions, assisting with user compliance, onboarding, offboarding, and minor troubleshooting. In addition to assisting our users, the Customer Service Specialist acts as a subject matter expert and liaison with internal teams to optimize service delivery, internal processes, and product improvements. This role sits within the Customer Success Organization and reports to the Managers of Customer Support. Success in this role is demonstrated by providing an unparalleled level of service to users, exhibiting deep product expertise, adherence to contractual service level agreements, and successfully meeting or exceeding team and individual performance metrics.
Responsibilities
- Provides exceptional service to users
- Handle user inquiries via multiple channels (email, in/outbound calls, etc.) in a timely, polite, and professional manner
- Listen to users; identify, research, and understand their needs; resolve user issues
- Assist users with onboarding onto the mobile app and walking through hardware set up.
- Assist users with offboarding and retrieval of equipment.
- Assist with hardware compliance.
- Able to follow unique customer scripts.
- Recognize, document, and alert on trends
- Meet or exceed individual/team performance metrics and client contractual SLAs.
Requirements
- Ability to work in flexible hours as needed, this includes weekends. The ideal candidate will be based in Boston as this role will be hybrid, requiring two days in office minimum.
- Minimum of 1 to 3 years customer service experience in a high call volume call center
- Experience with ticketing systems like Salesforce
- General understanding of mobile OS such as iOS and AndroidOS
- Excellent verbal and written communication skills
- Good attention to detail and commitment to quality
- Ability to multi-task and pivot in this fast moving start up.
- Ability to work well with people and within cross-functional teams
- Ability to work with a wide range of age demographics and identify end user needs/challenges through active listening and resolution
- Knowledge-driven Mindset: Enjoys learning, growing, and continuously improving not only themselves, but looks to help improve their team, the customer experience, and ultimately the company through the supportive notion of people, processes, and technology
- Master of Simplicity: The organizational skillset to quickly assess a problem, sort it all out, and then present to the customer the simplest answer possible to resolve their problem
- Strong Communicator: Both verbally and in writing, the ability to document, translate, and clearly articulate ideas and information in an authentic way
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