Client Support Specialist (Virtual/Remote)

Overview

InductiveHealth is seeking a motivated Client Support Specialist to provide Tier 1 and Tier 2 support for our software-as-a-service (SaaS) solutions, aimed at public health agencies. This role combines technical skills with a client-focused approach to ensure effective problem resolution and enhance client satisfaction.

In Short

• Provide Tier 1 and Tier 2 support for SaaS solutions.
• Triage and resolve client support requests.
• Guide clients through application functionality.
• Communicate effectively with clients of varying technical backgrounds.
• Collaborate with internal teams to resolve technical issues.
• Create and maintain support documentation.
• Identify trends and opportunities for process improvement.
• Work remotely with flexible hours, primarily covering West Coast clients.
• Represent InductiveHealth with professionalism.
• Contribute to the mission of improving public health outcomes.

Requirements

• 2+ years of customer service experience.
• 1+ years troubleshooting software issues in a SaaS environment.
• Strong analytical and problem-solving skills.
• Excellent communication and documentation abilities.
• Experience with Jira, Smartsheet, or similar tools.
• Ability to manage multiple priorities in a fast-paced environment.
• Technical acumen from training or relevant experience.
• Client-centered approach with strong empathy and professionalism.
• Highly organized and adaptable.
• Experience in public health or related fields is a plus.

Benefits

• Work remotely with a flexible schedule.
• Be part of a mission-driven organization.
• Opportunities for professional growth and development.
• Collaborative and supportive team environment.
• Make a meaningful impact on public health outcomes.