Customer Support Specialist

This is a fully remote position, open to applicants in Missouri.

📋 Description

• Cultivate and sustain a comprehensive understanding of HCFSPlatform customer workflows and support protocols.

• Address customer support inquiries and application challenges via phone and email.

• Investigate, document, resolve, and appropriately escalate customer concerns.

• Keep accurate and up-to-date records of customer interactions, troubleshooting efforts, resolutions, and follow-up activities.

• Oversee assigned support cases, ensuring prompt updates, follow-up, and resolution within service expectations.

• Recognize recurring inquiries or product challenges and propose enhancements to support processes, documentation, FAQs, and reference materials.

• Maintain and refresh software help content, release documentation, reference guides, and internal support resources.

• Review designated news articles each business day and input required data into the specified software system.

• Complete vendor reporting updates related to customer support cases.

• Collaborate with Client Engagement, Implementation, IT, and other internal teams.

• Adhere to company Privacy and Security standards.

• Utilize or disclose protected health information only as permitted or required by law and company policy.

• Manage confidential and sensitive information securely and discreetly.

• Perform additional duties as needed.

• This role does not encompass client software training, designing client training programs, analyzing training surveys, supervising employees, assigning tasks, or managing employee performance.

⛳️ Requirements

• Demonstrated customer service experience, including resolving customer issues in a professional and timely manner.

• Analytical troubleshooting abilities and a systematic approach to problem-solving.

• Capability to absorb complex technical information and explain it clearly to users without a technical background.

• Exceptional verbal and written communication skills, with a strong focus on tone, accuracy, and follow-through.

• Experience operating within service-level agreements (SLAs), deadlines, and competing priorities.

• Ability to perform effectively under pressure and make sound judgments when prioritizing customer needs.

• Strong attention to detail and accuracy in data entry, including the ability to review source articles and consistently capture necessary information in a software system.

• Advanced knowledge of web-based applications and Microsoft Office products, including Word, Excel, and Outlook.

• Capacity to maintain discretion when handling protected health information and other confidential or sensitive data.

• Solid working knowledge of web-based applications.

• High-speed internet connection with a minimum of 25mbs download and 5mbs upload; satellite internet is not permitted.

• Experience in healthcare IT, clinical informatics, or healthcare Fraud, Waste, and Abuse (FWA) is advantageous.

🏝️ Benefits

• Medical, Dental & Vision insurance

• 401(k) retirement savings with employer match

• Paid vacation and sick time off

• 7 paid holidays & 2 floating holidays

• Paid maternity/paternity leave

• Disability & Life insurance

• Flexible Spending Account (FSA)

• Employee Assistance Program (EAP)

• Complimentary on-site fitness center (for local employees)

• Professional and career development initiatives

• Eligible for remote work

• Must possess high-speed internet (satellite is not allowed for this role) with a minimum speed of 25mbs download and 5mbs upload.