About the job
Join Us in Transforming Healthcare!
At Tandem Health, our mission is to revolutionize healthcare by prioritizing the needs of clinicians. Our innovative platform, crafted by healthcare professionals for healthcare professionals, is based on a thorough understanding of real-world challenges, featuring user-friendly medical notes and workflows that enhance patient care.
As a rapidly expanding health-tech company backed by leading investors, we're committed to making a global impact. We thrive on agility, curiosity, and the belief that meaningful contributions start with a remarkable team. If you share our passion for creating impact and driving innovation, we want to hear from you!
Who You Are:
- You are genuinely invested in customer satisfaction and excel at resolving issues promptly and effectively.
- You possess 2+ years of experience in customer support, customer success, operations, or a service desk role, preferably in the SaaS or healthtech sector.
- You maintain composure in high-pressure situations, managing a significant volume of tickets and calls with empathy.
- You are highly organized, ensuring thorough documentation, prioritization, and follow-up on tasks.
- You communicate fluently in both Dutch and English.
- You have the ability to simplify technical issues and collaborate with internal teams to facilitate solutions.
Your Responsibilities:
- Frontline Support: Serve as the primary point of contact for customers by addressing support tickets and incoming calls swiftly.
- Triage Responsibilities: Assess and prioritize urgent issues, such as workflow blockers, and escalate them as needed.
- Relationship Management: Foster a supportive environment to ensure users feel valued and successful with Tandem.
- Onboarding & Training Coordination: Organize training sessions, distribute materials, and ensure users are equipped with essential knowledge.
- Content Development: Enhance support documentation, including FAQs, troubleshooting guides, and internal knowledge base articles.
- Issue Tracking: Identify patterns in recurring issues and provide product feedback to mitigate future support demands.

