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Customer Success Specialist – Phone/Chat/Case Mgmt

June 9, 2026

<div><div><div><div><div><div><div><p style="text-align:left">We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!</p><p style="text-align:inherit"></p><p style="text-align:inherit"></p></div></div></div></div></div></div></div><p><b>Customer Support Associate</b><br>Manila, Philippines<br>Reporting to: Team Leader</p><p>We’re an award-winning global outsourcer providing contact center and back office services. As Customer Success Specialist, your role is integral in keeping our customers happy and contributing to the success of our organization.</p><p>We are focused on delivering technology and expertise to deliver better care and build a more profitable practice. We show practices how to improve the patient experience and connect with patients in the way they want to connect.</p><p><b>A SNAPSHOT OF YOUR ROLE</b></p><p>A Customer Success Specialist is not your typical person in a client-facing role. Our Customer Success Specialists rectify existing problems and troubleshoot potential problems, and while utilizing excellent, in-depth knowledge of company products. They are innovative, enthusiastic, and creative problem solvers with the knack for troubleshooting technology. In addition to troubleshooting, they will act with full ownership meaning they discuss the benefits our software offers to assist our clients with their practices. This position will contribute to the growth by interacting with medical and healthcare professionals, staff and administrators to train them on our technology. Providing exceptional support to new clients and on-going support and training to current clients is one of our three-fold objectives as a company.</p><p>DUTIES AND RESPONSIBILITIES</p><ul><li>Effectively respond to inbound client calls, chats and cases regarding client specific products while troubleshooting our software</li><li>Act with determination and full ownership to resolve all cases with importance on first contact resolution</li><li>Develop and understanding of client product knowledge, architecture, and solutions</li><li>Demonstrate comprehensive product knowledge to support our clients in personalizing our service to their practice’s needs</li><li>Exhibit a speed to success through effective troubleshooting</li><li>Showcase the ability to resolve synchronization software functioning issues</li><li>Responsible for managing cases and ensuring timely resolution of client concerns</li><li>Provide expert advice to assist clients with the health of their business through using Solutionreach software</li><li>Demonstrate drive for the success of our client’s practices</li><li>Must be able to effectively problem solve intense software issues while utilizing tools for creative solutions and communicating to the client the steps taken to obtain the resolution</li><li>Responsible for empowering and educating clients on self-help options by teaching customers how to effectively use the knowledgebase by searching and locating their answers together</li><li>Effectively communicate with the client base via phone email and chat</li></ul><p><b>A BIT ABOUT YOU</b></p><ul><li>Have at least 2+ years’ experience in the field of technology with additional client service experience</li><li>Proficient and experienced in Windows workstation and server environments</li><li>Strong communicator and social skills</li><li>Familiar with one or more database types</li><li>Able to troubleshoot, test, report, document, install and train on software</li><li>Strong English written and verbal communication skills</li><li>Tech savvy with an understanding of how medical practice needs can be better supported through technology </li></ul><p><b>PREFERRED QUALIFICATIONS</b></p><ul><li>Prior experience in the Saas industry</li><li>Prior consultant experience in assisting customers to utilize software effectively</li><li>Knowledge of Max OS workstations and server environments</li><li>Command prompt and terminal command knowledge</li><li>Other related medical software and/or technology experience</li><li>Medical office experience working with PM/EMR/HER software on a day-to-day basis</li><li>Prior case/account leadership</li></ul><p><b>WHAT SUCCESS LOOKS LIKE</b></p><ul><li>High customer satisfaction.</li><li>Achievement of pre-defined KPIs and SLAs.</li><li>Excellent feedback from customers.</li></ul><p></p><p></p><p></p><p>Join the A-Team and experience the A-Life!</p>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...