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.

• Forward complex issues to the appropriate internal teams with thorough documentation.

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

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

• 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 targets.

• Continuously enhance product knowledge and remain updated on new features and improvements.

⛳️ Requirements

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

• Excellent troubleshooting and analytical abilities.

• Strong verbal and written communication skills.

• Capability to explain technical concepts to users who may not have a technical background.

• Strong organizational and time management capabilities.

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

• Exceptional customer service skills coupled with a strong sense of empathy.

• Quick learner of new technologies.

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

• Experience in supporting SaaS applications is preferred.

• Background in a healthcare setting, including EHR, Practice Management, Billing, or Revenue Cycle Management solutions, is preferred.

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

• Must be eligible to work without sponsorship.

🏝️ Benefits

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

• Ongoing investment in your professional development.

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

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

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

• Employee Stock Purchase Program.