[Remote] Customer Success and Support Specialist - Transport.net
Note: The job is a remote job and is open to candidates in USA. Global Medical Response (GMR) is dedicated to delivering compassionate, quality medical care, primarily in emergency and patient relocation services. They are seeking a Customer Success and Support Specialist to implement and support day-to-day operations of GMR’s Transportation Management Platform, ensuring responsive and reliable service for users.
Responsibilities
- End User Support
- Respond to support requests within 1 business day
- Track and document support activities and escalate issues as needed
- Keep users informed of system updates and provide channels for feedback
- Support user acceptance testing, training, and ongoing user support
- Collaborate with cross-functional teams to ensure effective system design and performance
- Maintain system configurations and assist in developing training materials
- Document system changes and write clear procedures for training and reference
- Identify process improvement opportunities and support proposal development
- Translate technical information into user-friendly language
- Generate reports and summaries to support decision-making
- Follow all company policies and information systems security protocols
Skills
- High school diploma or GED required
- Familiar with Software as a Service (SaaS) concepts
- Understands how people, processes, and technology work together to improve service delivery
- Experience writing business process specs, test plans, and documentation
- Strong problem-solving and process improvement skills
- Proficient in Outlook, MS Teams, Excel, and Smartsheet
- Self-motivated, results-driven, and able to work independently
- Team player with a positive, collaborative attitude
- Professional, clear communicator with strong interpersonal skills
- Quick thinker and effective problem solver
- Willing to work nights/weekends/holiday and travel as needed
- Bachelor's degree in business, Technology, or related field preferred (or equivalent experience)
Company Overview