Customer Support Specialist
Skills
Software As A ServiceAnalytical SkillsTrainingContextEasily AdaptableIT EscalationRoot Cause
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 1+ years experience in technical or customer support with troubleshooting focus
- Experience triaging customer issues and escalating to product and development teams
- Ability to own issues through resolution
- Strong attention to detail
- Experience in B2B SaaS environment
- Excellent organizational skills and priority management
- Ability to adapt easily to change
- Initiative and creative problem solving
- Self-motivation accountability and ownership
- Excellent attendance
- Available Monday through Friday with flexibility between 6:00am and 5:00pm Pacific Time
- Reliable internet connection and quiet remote workspace
- US Citizen or Green Card holder
Nice to have
- Medical billing experience
- Clearinghouse experience
- Behavioral health experience
- Clinical management experience
Day to day
- Serve as the first line of support for customers in a busy phone and email environment.
- Investigate technical issues, reproduce bugs, perform root cause analysis, and escalate complex problems to engineering when needed.
- Deliver accurate product and service information, document findings thoroughly, and collaborate with partners to improve support resources.