Technical Support Specialist

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

📋 Description

• Deliver outstanding support to customers through phone, chat, email, and the customer portal.

• Identify, troubleshoot, and resolve issues related to applications, workflows, and configurations.

• Assist customers in maximizing the capabilities of EverHealth solutions.

• Refer complex issues to the appropriate internal teams with comprehensive documentation.

• Work collaboratively with Product, Engineering, Billing, and other internal departments.

• Accurately document customer interactions and the steps taken to troubleshoot.

• Provide feedback from customers to enhance products and services.

• Recognize opportunities to enhance support processes and the overall customer experience.

• Utilize internal knowledge bases and support tools to investigate and resolve issues.

• Contribute to the creation of internal knowledge base articles.

• Achieve or surpass customer satisfaction, quality, productivity, and SLA objectives.

• Continuously broaden product knowledge and stay updated on new features and enhancements.

• Exhibit empathy, professionalism, and excellent communication during customer interactions.

• Travel may be necessary to the Denver headquarters or other North American locations.

⛳️ Requirements

• A minimum of 1 year of experience in a customer-facing, customer support, or technical support position.

• Outstanding troubleshooting and analytical abilities.

• Excellent verbal and written communication skills.

• Capability to explain technical concepts to users without a technical background.

• Strong organizational and time management abilities.

• Ability to prioritize tasks in a fast-paced environment.

• Exceptional customer service skills with a deep sense of empathy.

• Quick adaptability to new technologies.

• Comfortable working independently in a remote setting while collaborating with a global team.

• Must be eligible to work without sponsorship.

• Preferred: Over 1 year of experience in technical support.

• Preferred: Experience in supporting SaaS applications.

• Preferred: Background in the healthcare sector, including EHR, Practice Management, Billing, or Revenue Cycle Management solutions.

• Preferred: Familiarity with healthcare workflows such as scheduling, eligibility, claims, payments, and patient records.

🏝️ Benefits

• Flexibility to work in a manner that suits you within your country of employment – whether in-office, remote, or hybrid.

• Ongoing investment in your professional development.

• Immediate access on Day 1 to a comprehensive health and wellness benefits package, including an annual wellness stipend.

• 401k plan with up to a 4% match and immediate vesting.

• Flexible and generous time-off policy (FTO).

• Employee Stock Purchase Program.