Technical Customer Support Specialist - Remote

Overview

This role involves being the first line of support for customers, focusing on resolving technical issues related to behavioral health EHR software while ensuring excellent customer service.

In Short

• Provide technical support primarily through phone and email.
• Troubleshoot technical issues and perform root cause analysis.
• Document and escalate issues to the engineering team as necessary.
• Engage with customers in a B2B environment.
• Collaborate with development partners to create knowledge base documentation.
• Ensure adherence to service level agreements (SLAs).
• Maintain excellent written and verbal communication skills.
• Work with third-party software providers and business partners.
• Possess a Bachelor's Degree in a related field.
• 5+ years of experience in a technical customer support role.

Requirements

• Bachelor's Degree in a related field.
• 5+ years of experience in technical customer support.
• Experience in troubleshooting and triaging customer issues.
• Strong attention to detail and organizational skills.
• Experience in a B2B SaaS environment.
• Ability to think outside the box in resolving issues.
• Self-motivated and accountable.
• Medical billing or clearinghouse experience is a plus.
• Clinical experience is a plus.
• Experience with ZenDesk is a plus.

Benefits

• Opportunity for professional growth.
• Supportive work environment.
• Empowerment and recognition of efforts.