Product Support Associate

Noteworth’s Clinical Strategy and Operations team is dedicated to strengthening our client relationships, providing a best-in-class experience throughout the entire client lifecycle, and fully supporting client and patient experiences with our products and services.

The Product Support Associate will provide empathetic customer service and support to Noteworth’s clinician and patient users as the first line of contact to ensure that they can make the most of our products. This person will exhibit an in-depth understanding of the very different needs and painpoints of our diverse users, possess an intimate familiarity with the various Noteworth products, and adhere to Noteworth’s branding and tone-of-voice guidelines in all communications.

Additionally, the Associate will contribute to the creation and maintenance of support documentation such as FAQs and help documents, diligently log all relevant user data, identify and resolve support issues in a timely manner, compile user analytics and support internal teams focused on ensuring that project deliverables meet requirements and exceed client expectations.

Within the first month, you’ll receive in-depth training on Noteworth, user painpoints, and start fielding support calls. Within the first six months, you’ll be in full swing supporting our users and contributing to our product support architecture. From six months, onwards, you’ll be expected to build and refine your skills in user and product support, make meaningful contributions to our support processes, and develop your role within the Clinical Strategy and Operations team alongside the growing demands of a fast-paced company.

Responsibilities

  • Promptly, kindly, and empathetically field inbound phone calls and emails from Noteworth clinician and patient users

  • Guide new Noteworth patients through the setup process with personalized outreach

  • Ensure any questions and concerns are fully understood documented, and when necessary, escalated to to the appropriate members of the Noteworth team

  • Contribute to the creation and maintenance of support documentation, support architecture and internal tools

  • Support the Clinical Strategy and Operations team with project deliverables, activity and assignment tracking, as well as administrative organization

  • Collaborate with the Marketing and Product teams to help maintain and develop product support library of documentation and tools for varied types of Noteworth users

  • Be able to work in a team environment, as well as independently

About You

Basic Qualifications

  • Bachelor’s degree

  • 2+ years of customer success and/or customer service experience

  • Maintain a calm demeanor while responding to inquiries and challenges with patience, empathy, and tenacity

  • Experience creating and maintaining project documentation

  • Proven collaborator

  • Exceptional attention to detail with outstanding problem solving and time management skills

  • Possess strong verbal and error-free written communication skills with strength in internal communication

  • Excited about making a difference in healthcare with technology

  • Passionate about contributing to an empowering culture of learning, teaching and personal growth

  • Enthusiastic about working in a startup environment that requires constant adaptability and flexibility

Nice to haves

  • 1+ year of healthcare or technology industry experience

  • Multilingual fluency, particularly in Spanish, is a plus

  • Proficiency with project management software like Microsoft Project, Asana, or Aha!