Customer Care Associate

2 weeks ago

Manila, National Capital Region, Philippines Hypercare Full time
BackgroundHypercare is a mobile and web communication and collaboration platform for healthcare professionals to alleviate time-wasting frustrations that clinicians face on a daily basis. The solution allows for real-time scheduling, on-call management and secure messaging on any device – all designed to help seamlessly improve workflow efficiencies, reduce medical errors, and positively impact patient outcomes.Founded in 2016, Hypercare has seen rapid growth and is currently being used by over 100 North American healthcare organizations, including some of the largest healthcare systems in Canada. Job OverviewHypercare is seeking a self-motivated and energetic person to join our growing team as a Customer Care Associate in the exciting and rewarding world of healthcare technology. Key activities and responsibilities include the following:
  • Provide direct customer support to existing clients through email, chat and phone.
  • Lead the development of Hypercare's implementation and training materials for our customers across two channels: our Support articles and quarterly email newsletter.
  • Draft copy for our quarterly email newsletter to users of Hypercare and inform them of new features and upcoming product updates.
  • Monitor and implement best practices in communicating technical product updates to Users in a digestible format.
  • Gather information internally from relevant stakeholders (Product, Engineering, and Customer Success) to ensure deadlines are met in order to ship out quarterly newsletters to Users and Support articles are published in tandem with new feature releases.
  • Ensure Support articles and quarterly emails are shipped out following Hypercare's brand standards.
  • Extracting and monitoring data to help drive product decisions.
What does the Customer Care Associate need in order to be successful in this role? Here are a few of the qualities that our team at Hypercare looks for:
  • Excellent verbal and written communication skills.
  • The ability to learn new skills quickly.
  • The understanding of how to prioritize tasks.
  • A team player with the ability to work independently in an ambiguous environment.
  • Detail-oriented and organized.
Nice to have:
  • Experience in a start-up environment.
  • Experience in a Marketing or copywriting role.
  • Experience using software tools such as Asana, Salesforce, Ortto, Intercom, and Zendesk.
Significance of the RoleThe Customer Care Associate will play a critical role in the growth of Hypercare and will directly impact our current and potential clients. As the Customer Care Associate, you will gain valuable experiences as a champion of Hypercare's users and own relationships with our existing and potential clients. You will have the opportunity to make a direct impact on the healthcare industry and interact with key stakeholders across North America.Work Environment
  • Hours of Work (in PHT):
  • Monday to Friday - 7 a.m to 1 p.m.
  • Sunday - 7 a.m. to 12 p.m. and 6 p.m. to 11 a.m.
  • Occasional meetings outside of working hours from Monday to Friday may occur as the rest of the team works in Eastern Standard Time. Compensation is provided for after-hour meetings.
  • This is a fully remote position.

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