Customer Technical Support Specialist

Accountabilities:

• • Provide customer support: Serve as the first point of contact for users through phone, email, and other support channels, delivering timely, professional, and empathetic assistance.
  • Manage support tickets: Receive, investigate, document, and track customer issues through to resolution while maintaining clear and thorough records.
  • Troubleshoot technical issues: Diagnose software problems across browsers, devices, and platforms, distinguishing between user errors, software defects, and enhancement requests.
  • Investigate data issues: Use Microsoft SQL Server Management Studio, Microsoft Access, and SQL queries to investigate and resolve customer data-related problems.
  • Guide customers: Provide practical guidance, best practices, and remote walkthroughs using screen-sharing and other support tools to help users get the most from the application.
  • Collaborate with Development: Escalate bugs and complex technical issues appropriately, work with developers on resolutions, and help ensure customer-impacting problems are addressed effectively.
  • Improve the customer experience: Identify recurring friction points and recommend improvements to processes, documentation, training resources, or product functionality.
  • Support knowledge sharing: Contribute to user and internal training materials, documentation, and resources that enable customers and colleagues to resolve common issues efficiently.
  • Share customer insights: Gather feedback and communicate recurring themes, support trends, and product opportunities to the Customer Support leadership team.
  • Monitor support performance: Contribute to reporting on support trends, common issues, ticket volumes, and resolution times while supporting other operational priorities as needed.

  Requirements:

  • 2+ years of experience in customer support, technical support, or a related field, with demonstrated ability to troubleshoot and resolve customer issues.
  • 1+ year of experience supporting EHR or healthcare SaaS applications, with an understanding of the needs and workflows of healthcare or human services organizations.
  • Hands-on SQL experience, including the ability to write basic queries and investigate data-related issues using relational databases.
  • Practical Microsoft Access experience and familiarity with Microsoft SQL Server Management Studio.
  • High school diploma or equivalent required; a two- or four-year college degree is preferred.
  • Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
  • Excellent organization and attention to detail, with the ability to manage multiple support tickets, priorities, and follow-ups simultaneously.
  • Strong problem-solving and analytical skills, with a resourceful approach to investigating unfamiliar or complex issues.
  • Customer-oriented mindset, with the ability to build trusted relationships and turn challenging support experiences into positive outcomes.
  • Self-motivated and independent, while also comfortable collaborating with Development, Account Management, and other teams in a remote environment.
  • Proficiency with Microsoft Office and Microsoft 365 applications.
  • Experience with HubSpot or another CRM, Power BI, and familiarity with HIPAA and healthcare data privacy requirements are advantageous.
  • Ability to work from a dedicated, private workspace suitable for handling confidential health information in accordance with applicable compliance requirements.

  Benefits:

  • Annual salary of $55,000 USD.
  • Full-time, permanent employment.
  • 100% remote work within the United States.
  • Opportunity to work in healthcare technology and EHR SaaS, supporting professionals who rely on the platform in their daily work.
  • Exposure to a broad range of technical troubleshooting, SQL/data investigation, product improvement, and customer experience challenges.
  • Collaboration with Development, Account Management, and Customer Support teams in a technology-driven environment.
  • Opportunities to contribute to training, documentation, reporting, and continuous improvement initiatives.
  • A role offering meaningful customer impact while developing expertise across technical support, healthcare software, databases, and SaaS operations.