Customer Support Specialist

Benefits:

• Annual Bonus


• 401(k)


• 401(k) matching


• Competitive salary


• Dental insurance


• Health insurance


• Paid time off


• Vision insurance


• Wellness resources

Who We Want:

Are you driven and competitive yet still interested in making a difference in the world? This is an excellent opportunity to become part of a successful, fast growing healthcare tech company that is revolutionizing emergency medical care for children and adults on a national/ international level.

Who We Are:

Pediatric Emergency Standards Inc. is the innovator of the award-winning Handtevy Pediatric Resuscitation System. The Handtevy System is a fully integrated, cloud-based workflow management software program for pre-hospital (EMS) and hospital healthcare providers to be used to treat the critically ill or injured pediatric patient. We empower healthcare providers to rapidly and accurately respond to emergent calls with ease while reducing medical error and improving quality of care for all patients.

Responsibilities :

We are seeking a highly motivated and customer-focused Support Specialist to join our dynamic team. This role requires a blend of technical expertise and excellent customer service skills to provide top-tier support to our clients. The ideal candidate will troubleshoot technical issues, resolve customer inquiries, and deliver an exceptional customer experience across all interactions.

Key Responsibilities:

• Maintain regular contact with clients through check-ins, reviews, and support according to expected KPI’s.


• Document all interactions, troubleshooting steps, and resolutions in Handtevy’s ticketing system (Freshdesk).


• Guide customers through the features of products, providing step-by-step assistance to ensure they can maximize the value of the tools and services.


• Work closely with other departments such as IT, Customer Support, and Clinical to ensure a seamless customer experience.


• Stay up-to-date with the company’s product updates, new releases, and emerging technologies to provide accurate and informed support.


• Monitor client health and proactively address risks to engagement or retention.


• Develop tailored success plans for each customer, aligning with their goals and KPIs.


• Identify opportunities for account expansion and communicate value to support renewals or additional Handtevy products.


• Serve as a customer advocate internally by sharing insights with appropriate team members.


• Serve as a point of contact for customer inquiries addressing both technical and general inquiries through phone and email in a prompt and professional manner.


• Maintain detailed records of customer interactions and support activities in Freshdesk, Salesforce and other success platforms.

Education/Skills Required:

• Bachelor’s Degree preferred

• Knowledge of (prior use preferred) of; MS Office (Word, Excel, PowerPoint & Outlook), Salesforce

• Self-motivated with a desire to achieve results

• Professional demeanor and exceptional phone presence

• Aptitude to learn quickly, apply your learning and grow professionally

• Active listener and articulate communicator

• Ability to understand customer needs and respond with empathy and patience.

• Highly organized with excellent time management skills

• Written communication skills

Work Location:

• Davie, FL

• Full Time

We are an Equal Opportunity Employer and a Drug-Free Workplace

Compensation: $45,000.00 - $60,000.00 per year

About Us

Our Expansion from Pediatric to Comprehensive Care

Handtevy began as the premier pediatric healthcare technology company, committed to improving the treatment of critically ill or injured children in emergency settings. Encouraged by the demand of our distinguished customers – the life-saving medical teams – we broadened our horizons. We heard their call for more.

Today, we extend our commitment to clinicians nationwide, providing them with state-of-the-art technology and hands-on training. Our goal? To amplify the speed, precision, and quality of emergency care, not just for pediatrics, but for adults as well. We’re more than a company; we’re a commitment to enhanced care for all.

Our mission is to enable clinicians to provide the highest standard of emergency medical care to all critically ill and injured patients with an emphasis on the pediatric population. Handtevy curates the latest science to develop a system of care that decreases errors, improves clinician confidence and saves more lives.

Our Vision

Handtevy is a preeminent pediatric system of care relied on by clinicians in the emergency medical field worldwide. We are a team committed to Handtevy’s mission and Handtevy is committed to each team member with the shared goal of impacting the lives of patients, clinicians, and their respective communities.

Our Work is Our Passion

We make a difference for the healthcare professionals that care for our families, friends and communities. We help save lives, what we do matters. At Handtevy, we believe in what we do. We believe in the healthcare professionals we support. We innovate and set the bar high. We challenge the norm and we make change. If you are ready to fall in love with your job, then learn more about joining our team.