Technical Support Specialist

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

📋 Description

• Deliver outstanding support to clients through phone, chat, email, and customer portal interactions.

• Identify, troubleshoot, and resolve application, workflow, and configuration challenges.

• Assist customers in optimizing the capabilities of EverHealth solutions.

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

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

• Accurately and thoroughly document customer interactions and troubleshooting processes.

• Relay customer feedback to enhance products and services.

• Recognize opportunities to improve support procedures and 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 expand product knowledge and remain informed about new features and enhancements.

⛳️ Requirements

• Minimum of 1 year of experience in a customer-facing, customer support, or technical support capacity.

• Strong troubleshooting and analytical abilities.

• Excellent verbal and written communication skills.

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

• Robust organizational and time management skills.

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

• Outstanding customer service skills paired with a strong sense of empathy.

• Quick learner of new technologies.

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

• Must have eligibility to work in the United States without sponsorship.

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

🏝️ Benefits

• Flexibility to choose your work location and method within your country of employment – in-office, remote, or hybrid.

• Ongoing investment in your professional growth and development.

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

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

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

• Employee Stock Purchase Program.