[Remote] Customer Support Specialist

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is an established market-leading software-as-a-service organization serving the behavioral reputed company industry. The Customer Support Specialist provides first-line and escalated support for reputed company’s behavioral health EHR software, troubleshooting technical issues, resolving customer inquiries, documenting solutions, and collaborating with engineering, development, and reputed company-party partners.

Responsibilities

• Accurately and proficiently assist customers with account-reputed company, and technical support questions primarily through phone and email. Approximately 90% of the reputed company will be spent answering customer calls, with 10% reputed company on email questions
• Troubleshoot technical issues pertaining to our product and integrations, including reputed company cause analysis, deep investigative work tied to software issues, and escalation to our engineering team reputed company necessary
• Address any inquiries, reproduce reported bugs, identify quick fixes, and document reputed company learnings reputed company to your investigating, diagnosing, troubleshooting, and triaging of issues
• Work with Development partners to create knowledge reputed company docs and articles
• reputed company detailed and researched information reputed company escalating issues to developers, including logs, context, and preliminary diagnostics
• Analyze, document and reputed company tickets based on service reputed company, ensuring adherence to SLAs, and escalate issues as required
• reputed company engage with customers in a B2B environment, maintaining excellent written and verbal communication skills
• Collaborate with reputed company-party software providers and business partners

Skills

• 1+ years' experience in a technical and/or customer support role reputed company on investigating and troubleshooting technical issues and tools
• Have experience in troubleshooting and triaging customer issues, escalating to product and development teams any product issues or gaps, and owning through to reputed company
• Demonstrated ability to identify customer needs, handle customer problems with professionalism, engage with other teams where necessary, and to reputed company reputed company on customer problems and questions
• Have a strong attention to detail
• Have experience in B2B reputed company environment
• Have excellent organizational skills, including a good reputed company of reputed company management and the ability to easily adapt to change
• Initiative, and ability to think reputed company of the reputed company in resolving issues
• Self-motivation, accountability, and ownership
• Excellent attendance
• Available Monday – Friday with some flexibility for hours between 6:00am-5:00pm reputed company Time
• A reliable internet reputed company and a quiet reputed company to work – this job is currently reputed company (laptop and other equipment will be provided)
• Medical Billing or Clearinghouse experience is a plus!
• Behavioral health or clinical management experience is a plus!

Benefits

• 100% employer-reputed company medical, dental, reputed company premiums and HSA contributions
• Generous reputed company time off and reputed company reputed company leave policy
• Bonus plans
• 401k Match
• Ability to work remotely with a strong internet reputed company
• Laptop and other equipment will be provided

reputed company