Overview

Customer Support Representative Jobs in Miami-Fort Lauderdale Area at Symplast

Title: Customer Support Representative

Company: Symplast

Location: Miami-Fort Lauderdale Area

At Symplast, the Client Support Representative (CSR) serves as a trusted partner to healthcare providers, medical practices, and aesthetic organizations using the Symplast platform. The CSR is responsible for delivering exceptional client support, resolving product-related issues, educating users, and ensuring clients maximize the value of Symplast's technology solutions.

This role requires strong customer service skills, technical aptitude, healthcare technology awareness, and a commitment to creating an outstanding client experience. The CSR acts as the frontline advocate for clients while collaborating with internal teams to drive successful outcomes and continuous improvement.

Essential Duties and Responsibilities

Customer Support & Client Experience

  • Provide timely, professional, and empathetic support to clients via phone, email, chat, and ticketing systems.
  • Serve as the first point of contact for users experiencing issues with Symplast products and services.
  • Diagnose and troubleshoot software, workflow, user-access, and configuration issues.
  • Escalate complex technical issues to Tier II Support, Product, Engineering, or other internal teams as appropriate.
  • Manage support tickets through resolution while maintaining proactive communication with clients.
  • Deliver a high-touch service experience that reinforces client confidence and satisfaction.
  • Support clients in navigating product features, workflows, and best practices.

Product Knowledge & Client Education

  • Develop and maintain expertise in Symplast's products, including:
  • Electronic Health Records (EHR)
  • Practice Management
  • Patient Engagement Tools
  • Scheduling and Appointment Management
  • CRM and Marketing Features
  • Payment Processing and Financial Workflows
  • Mobile and Cloud-Based Platform Functionality
  • Educate clients on product enhancements, new releases, and feature updates.
  • Conduct client walkthroughs and provide guidance on system functionality and workflow optimization.
  • Assist in creating and maintaining knowledge base articles, FAQs, and support documentation.

Issue Resolution & Cross-Functional Collaboration

  • Investigate client concerns and determine root causes.
  • Partner with Product, Engineering, Revenue Cycle, Implementation, Training, and Account Management teams to resolve issues efficiently.
  • Document detailed findings, troubleshooting steps, and resolutions within Salesforce and other support systems.
  • Identify recurring client issues and communicate trends to leadership for continuous improvement opportunities.
  • Advocate for client needs while balancing business priorities and platform capabilities.

Quality Assurance & Operational Excellence

  • Maintain accurate and complete documentation of all client interactions within Salesforce and other designated systems.
  • Follow established support workflows, service standards, and escalation procedures.
  • Contribute to continuous improvement initiatives that enhance client satisfaction and operational efficiency.
  • Ensure compliance with company policies, security standards, and healthcare privacy requirements.
  • Participate in quality reviews, coaching sessions, and ongoing professional development activities.
  • Support departmental goals related to service quality, productivity, and client retention.

Qualifications

  • High school diploma or equivalent, a bachelor's degree may be preferred.
  • Proven experience in customer service, preferably in SaaS or technology-related industry.
  • Excellent communication skills, both written and verbal.
  • Strong problem solving and analytical skills.
  • Technical aptitude and ability to understand software systems.
  • Patience, empathy, and client-centric approach.
  • Familiarity with CRM systems and support tools.
  • Ability to work effectively in a team or independently.
  • Adaptability and willingness to learn about evolving SaaS products and technologies.

Preferred

  • Experience in healthcare technology, medical practices, aesthetics, plastic surgery, dermatology, med spa, or related industries.
  • Experience with Salesforce, Zendesk, or similar support systems.
  • Knowledge of EHR, practice management, scheduling, or patient engagement software.
  • Familiarity with HIPAA and healthcare privacy standards.

Core Competencies

  • Client Focus
  • Communication Excellence
  • Problem Solving
  • Accountability
  • Adaptability
  • Technical Learning Agility
  • Team Collaboration
  • Attention to Detail
  • Professionalism
  • Continuous Improvement Mindset

Working Conditions

  • Primarily remote work environment.
  • Prolonged periods of sitting and computer use.
  • Frequent communication via phone, video conferencing, email, and chat.
  • May require occasional evening, weekend, or holiday coverage based on business needs and client support requirements.
  • Ability to work effectively in a fast-paced, technology-driven environment.

Symplast Values Alignment

Successful Client Support Representatives demonstrate a commitment to:

  • Delivering exceptional client experiences.
  • Taking ownership and accountability for outcomes.
  • Embracing innovation and continuous learning.
  • Collaborating across teams to achieve client success.
  • Supporting healthcare providers through reliable technology and service excellence.

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