Senior Product Support Specialist, Force Therapeutics
Provider-driven digital care management platform
Be an early applicant
Provider-driven digital care management platform
21-100 employees
Be an early applicant
21-100 employees
Company mission
To increase patient engagement and satisfaction with high-quality, clinically validated, remote care.
Role
Who you are
- Troubleshooting and Technical Expertise: You bring 2-4 years experience in troubleshooting skills and ability to systematically analyze and resolve technical issues
- SaaS Customer Experience: You have exceptional interpersonal and communication skills, with the ability to effectively communicate technical concepts to non-technical users. (Previous customer-facing experience in SaaS preferred)
- Process Innovation and Adaptability: You enjoy the challenge of following through on new processes and workflows to tackle challenges and are comfortable doing so in a fast-paced and ever-changing environment
- Experience with Enterprise Support Tools: You have experience with ticketing systems (Intercom preferred), CRM platforms, and other support tools is a plus
- Experience with Reporting and Data Elements: You have the experience running, analyzing, and explaining standard client reports related to platform and support tool usage
What the job involves
- As a Senior Product Support Specialist, you’ll act as the front line support in assisting both the providers and patients who utilize the Force platform
- Your world class customer service skills will help our customers confidently utilize our product
- You also possess a strong blend of technical expertise, problem-solving skills, and exceptional communication abilities
- You will extend the knowledge you gain from supporting patients and providers to partner with client implementations and ongoing client relationships
- Customer Centric: You will provide timely and effective product support to customer queries via various channels, including email, phone, and chat. You will partner with client success managers to lead platform overview training sessions as well as provider training related to new product functionality for enterprise clients
- Support Execution: You will troubleshoot and resolve product-related issues reported by customers, ensuring prompt resolution and customer satisfaction. You will also diagnose and troubleshoot technical issues related to Force, including software functionality, connectivity, and user interface
- Cross-functional Collaboration: You will collaborate closely with cross-functional teams, such as product management, engineering, and quality assurance, to identify and resolve product defects or enhancements. You will document and escalate complex technical issues to the appropriate internal teams, such as software developers or engineers, for further investigation and resolution. You will also work closely with customer success managers to provide ongoing support for enterprise accounts
- Team Player: You will support client meetings such as implementation calls, monthly client meetings, Executive Business Reviews for enterprise accounts, and work closely with customer support managers to track provider usage of the platform and deliver monthly metrics related to support needs
Our take
Telehealth has come on leaps and bounds since the 2010s, however, in some niches like orthopaedic care, the transition to digital services has been slower.
Force Therapeutics is changing that with its remote patient monitoring business providing physical therapy for people recovering from orthopaedic procedures. The company focuses on integrating as many resources as possible to provide a holistic care platform including the patient’s clinical data, treatment protocol, and interactive elements to deliver personalised content at the appropriate touch points.
Force Therapeutics sells its services to healthcare providers who, in turn, use the platform to augment their services for the patient. As long as Force can continue to deliver both cost savings and improved patient satisfaction for these providers, growth will be guaranteed.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-24% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jul 2016
$2.5m
SEED
Feb 2015
$2.2m
SEED
Total funding: $5.2m
Company HQ
NoHo, New York, NY
Leadership
Bronwyn Spira
(Founder & CEO)Prior to founding Force Therapeutics, they ran the Inpatient Rehab department at Rusk Rehabilitation Center at NYU Langone Health before founding and running a successful New York-based multi-clinic practice. Master’s degree in physiotherapy from the University of the Witwatersrand in South Africa.
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