Technical Support Specialist

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

📋 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.

• Escalate complex problems to the relevant internal teams with thorough documentation.

• Collaborate effectively with Product, Engineering, Billing, and other internal departments.

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

• Gather and provide customer feedback to enhance products and services.

• Recognize opportunities to improve support processes and elevate the customer experience.

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

• Contribute to the development of internal knowledge base articles.

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

• Continuously enhance product knowledge and keep up-to-date with new features and improvements.

⛳️ Requirements

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

• Strong troubleshooting and analytical capabilities.

• Excellent verbal and written communication skills.

• Ability to articulate technical concepts to non-technical users.

• Strong organizational and time management abilities.

• Capacity to prioritize tasks in a fast-paced setting.

• Exceptional customer service skills complemented by a strong sense of empathy.

• Quick learner of new technologies.

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

• Must be eligible to work without sponsorship.

• Preferred: More than 1 year of technical support experience.

• Preferred: Experience in supporting SaaS applications.

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

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

🏝️ Benefits

• Flexibility to work from anywhere within your country of employment – in-office, remote, or hybrid.

• Ongoing investment in your professional growth.

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

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

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

• Employee Stock Purchase Program.