Support Associate

Are you looking for a high energy, strategic, and fast-paced position as a Support Associate? Join Relias, the company changing lives throughout the world by helping healthcare organizations improve their clinical and financial outcomes!

For 11,000+ health care and human service organizations, Relias helps clients deliver better clinical and financial outcomes by elevating the performance of teams. We help organizations across the continuum of care get better at maintaining compliance, developing staff and promoting consistent, high-quality care. Our platform employs assessments to reveal specific gaps in skills and addresses them with personalized and engaging learning, choosing from 7,000+ online courses that meet accrediting board, state and federal requirements. We are passionate about our products and our clients; what we deliver and the impact we have on the world is truly something you can be proud to represent. Join us and make a difference.

WHAT CAN RELIAS OFFER YOU?

• Fantastic health and wellness benefits package, including an outstanding 401k match, a flexible PTO program, and a generous and inclusive parental leave policy. Additionally, Relias pays for the employee portion of the monthly healthcare premium!
• Flexible work environment with onsite and work from home options - you choose when you want to come into the office!
• Active Employee Resource Groups open to all employees!
• Comprehensive onboarding program - a great introduction to our company, customers and culture!
• Growth and career advancement opportunities!
  
  
  
  • 20%+ annual employee promotion and transfer rate
  • Multiple development program options - leadership development, professional development curriculums, and Nanodegree options in both technology and data science
  • Professional development gained from conference attendance and participation in organizations like NC Tech
  • Onsite 321 Coffee Shop providing free coffee and pastries to employees
  
  
  
  

As a Support Associate, you are the first point of contact for our clients, helping them navigate challenges, resolve issues, and maximize the value of our platform. Whether working with our Business or E-commerce customers, your role is to provide exceptional customer service through various channels, including phone, chat, email, web, and social media. At the heart of our mission, you'll play a crucial role in supporting clients who serve the most vulnerable members of society, ensuring they can deliver impactful care. You will manage client queries with a sharp focus on resolving issues within SLA guidelines, logging all interactions in Salesforce, and ensuring satisfaction by de-escalating any potential conflicts. Beyond problem-solving, you'll follow up diligently to provide a seamless support experience.

Your success in this role will rely on a helpful attitude, strong communication skills, and the ability to thrive in a fast-paced, evolving environment. Flexibility, multitasking, and effective time management are essential as you handle multiple priorities and drive continuous improvement in the support experience. We're looking for someone who is not just capable but also passionate about making a difference-both for our clients and the people they care for.

WHAT YOU'LL BE DOING:
* Provide quick response times and quality support to our clients via available channels, with work focusing on tickets of a transactional nature
* Work collaboratively in a team environment to help answer questions, share knowledge, and shadow/reverse shadow with new employees during their onboarding

YOU'VE GOT WHAT IT TAKES IF YOU HAVE:

* Client Relationship Management Experience: Effectively manage client relationships by understanding their needs, improving satisfaction, and driving long-term success through exceptional support.
* Client Discovery: Quickly assess client challenges and identify solutions that fit their needs, setting the foundation for strong, ongoing partnerships.
* CRM Tool Management: Proficiently use CRM tools to track client interactions, manage cases, and maintain accurate records, ensuring a seamless support experience.
* Ability to Master Relias Platform Knowledge: Master the Relias Platform's features and functionalities, troubleshoot issues, and optimize platform use to enhance client efficiency.
* Ability to Gain Relias Product Knowledge: Understand Relias products thoroughly, troubleshoot effectively, and maximize product use to meet client needs and drive value.
* Bachelor's Degree

IT WOULD BE IDEAL IF YOU HAVE:
* Previous customer service experience
* Experience with a Customer Relationship Management tool
* Able to read, write and speak Spanish proficiently

Relias is an Equal Opportunity Employer and a Drug-Free workplace

IN OFFICE REQUIREMENT:

Relias values collaboration and wants to ensure that our team members have opportunities to work with their teams regularly for professional development opportunities. Our flexible hybrid work environment requires that you live in the state of North Carolina, within a commutable distance to our office (~1-hour commute). You would be expected to work in our Morrisville, NC Headquarters approximately 30 days/quarter.

This position is being hired for our 11am - 8pm shift, Monday - Friday.

Company: Relias LLC | Job ID: 282330