Online Community Support Representative
To provide frontline support services for both clients and audience members of RateMDs.
Responsibilities:
- Review flagged ratings, doctor verification requests, doctor profile updates and other related information
- Clearly and consistently enforce RateMDs’ review standards
- Respond promptly to users’ inquiries by email or phone
- Triage requests and unresolved issues to the designated internal stakeholder group
- Lead onboarding sessions for new clients
- Troubleshoot and report site issues
- Answer emails/tickets professionally
- Research required information using available resources
- Identify and escalate priority issues
- Manage and monitor the forum for spam and user compliance
- Assist with quality assurance and testing of new products and features
- Contact and solicit feedback from churned organic clients
- Generate and update patient, provider and internal facing usage, review and support guidelines
- Generate and refine usage guidelines for forum users and staff
- Take part in onboarding of new RateMDs support staff
- Guide users through navigating and using the site
Qualifications:
- Post-secondary degree, diploma or equivalent
- Strong interpersonal skills, tact and discretion
- Customer service orientation
- Ability to communicate clearly and concisely, both orally and in writing
- A capacity for working well under pressure, meeting set objectives and capability to generate responsible solutions to day-to-day problems
- Knowledge of customer service principles and practices
- Knowledge of relevant computer applications, such as word, excel, vBulletin, internet explorer / firefox / chrome
- High attention to detail and accuracy
- Strong ability to prioritize and pivot as necessary
- Ability to recognize and adapt to changing conditions, including re-definition of role as needed
- Start-up experience, a plus
- Experience in a health practice or clinic environment is an asset
- Interest in IT, including internet media is an asset
- Ability to learn quickly and work with minimal supervision
- Understanding of forum communities an asset