A growing healthcare technology organization is seeking a Customer Support Specialist to join its support team. The company provides software solutions used by healthcare providers to manage patient workflows, operational processes, and financial activities within their organizations.
This role is ideal for an early-career professional interested in developing expertise in SaaS customer support and healthcare technology systems. The position focuses on resolving customer issues, maintaining high service standards, and building product knowledge through hands-on experience and coaching.
Role Mission
Provide accurate and consistent resolution to customer issues while developing strong product and workflow expertise through repetition, coaching, and adherence to established support processes.
Ideal Candidate
The ideal candidate has developing experience in SaaS or technical customer support, communicates clearly with customers, and can follow structured processes while learning quickly in a fast-paced environment. Familiarity with healthcare technology, electronic medical records (EMR), or revenue cycle management (RCM) systems is helpful but not required.
Responsibilities
- Triage and define support tickets by asking effective discovery questions to gather relevant details and reduce follow-up requests
- Resolve common issues using established troubleshooting procedures, knowledge base articles, and support tools
- Document support cases with clear and concise notes and ensure customers receive timely follow-up and resolution
- Meet team service standards related to response time, ticket quality, and resolution
- Communicate professionally and clearly with customers via email, phone, and chat
- Escalate complex or out-of-scope issues to senior support staff with complete context, including steps taken, screenshots, logs, and customer impact
- Utilize internal documentation, macros, and support tools effectively while identifying opportunities to improve support processes
- Follow established security, privacy, and compliance practices, including healthcare data protection standards when applicable
- Use internal productivity and AI tools responsibly to assist with drafting or summarizing communications while maintaining accountability for accuracy
Qualifications
- 0–2 years of experience in customer support, help desk, SaaS support, or a customer-facing operations role
- Ability to follow structured processes and apply training materials, policies, and documentation consistently
- Strong written communication skills and professional customer interaction abilities
- Comfortable learning and using support tools and troubleshooting workflows, including ticketing systems, administrative dashboards, and basic log analysis
- Basic experience working with structured data (spreadsheets, filtering, simple formulas, reports, exports)
- Familiarity with Google Workspace or similar productivity tools
Preferred (not required):
- Exposure to healthcare workflows, behavioral health, EMR systems, revenue cycle management, or healthcare billing concepts