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 our customer portal.

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

• Act as a trusted advisor, assisting customers in fully utilizing the capabilities of our solutions.

• Escalate complex matters to the relevant internal teams while ensuring comprehensive documentation is provided.

• Work collaboratively across departments such as Product, Engineering, Billing, and others to address customer concerns.

• Accurately document all customer interactions and the troubleshooting process.

• Advocate for customer interests by offering feedback that contributes to the enhancement of our products and services.

• Spot opportunities to refine support processes and enhance the customer experience.

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

• Show empathy, professionalism, and effective communication in every customer interaction.

• Assist in the creation and upkeep of internal knowledge base articles.

• Achieve or surpass departmental performance metrics, including customer satisfaction, quality, productivity, and SLA objectives.

• Continuously broaden product knowledge and remain informed about new features and improvements.

⛳️ Requirements

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

• Exceptional troubleshooting and analytical abilities.

• Strong verbal and written communication skills.

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

• Excellent organizational and time management capabilities.

• Proficiency in prioritizing tasks in a fast-paced setting.

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

• Quick adaptability to new technologies.

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

• Preferred:

• More than 1 year of experience in technical support.

• Experience in supporting SaaS applications.

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

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

🏝️ Benefits

• Flexibility to work where and how you prefer within your country of employment – in-office, remote, or hybrid.

• Ongoing investment in your professional growth.

• Immediate access 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.