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Customer Support Specialist I
Skills
Software As A ServiceBusiness Continuity PlanningTrainingHealthcareKnowledge BaseMedical TechnologyPsychiatry
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 2+ years of experience in customer support or technical support preferably within SaaS or healthcare technology
- Experience working in a psychiatry behavioral health or mental health practice setting
- Strong troubleshooting skills with the ability to diagnose and resolve complex technical issues
- Excellent written and verbal communication skills with a customer-first mindset
- Proven ability to collaborate effectively across technical and non-technical teams in a fast-paced environment
Nice to have
- customer-first mindset
- fast-paced environment
- cross-functional collaboration
- proactive communication
Day to day
- Resolve complex Tier 1 escalations by diagnosing root causes across software system configuration and network-related issues.
- Serve as the primary point of contact for escalated cases delivering clear proactive communication to customers during troubleshooting.
- Partner cross-functionally with Tier 2 and Tier 3 support product and engineering teams to drive resolution and improve performance.
- Maintain accurate documentation of incidents resolutions and trends within the ticketing system and build knowledge base content to reduce resolution time.
Hiring process
- Apply today