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.