Provide friendly, patient first-line application support via calls, emails, and online requests. Triage, document, troubleshoot or escalate issues using support tools, follow scripts and procedures, learn the application, and participate in team training.
This is a remote position.
The Customer Support Specialist is the friendly, patient, and detail-oriented first point of contact for all incoming application support requests. In this role, you’ll provide prompt, courteous assistance to end-users, ensuring every interaction is handled with professionalism and care. You’ll follow established procedures to gather information, document issues, and resolve or escalate requests as needed—all while maintaining a steady, reliable approach.
Essential Duties and Responsibilities
The essential duties and responsibilities of this position include, but are not limited to the following:
- Respond to and provide friendly, patient, and professional customer service for all incoming calls, emails, and online requests for basic application support or technical assistance in a timely and courteous manner.
- Gather essential information needed by the Support Services Specialist to accurately triage and troubleshoot customer inquiries.
- Document, assign, and track service requests accurately using support tools and systems.
- Develop a working knowledge and growing proficiency in the application, leveraging its features to accurately diagnose and resolve customer issues.
- Always maintain a high level of customer service and professionalism.
- Participate in team meetings and training sessions as required.
- Other duties as assigned by supervisor.
Advanced Duties and Responsibilities
- Provide step-by-step guidance using provided documentation or scripts to help end-users resolve common issues.
- Follow established procedures and scripts to troubleshoot application and/or technical issues for hardware, software, or network issues.
Requirements
Minimum Qualifications (Knowledge, Skills, and Abilities)
- High school diploma or equivalent.
- 3 years’ work experience in a customer service-oriented role.
- Strong troubleshooting skills.
- Has the demonstrated ability to follow and participate in technical discussions; technically savvy.
- Strong interpersonal and team building skills.
- Effective organization and time management skills.
- Ability to work independently and within a team environment.
Preferred Qualifications
- Associate’s degree in computer science, computer programming, computer information systems, or database administration, or closely related field.
- Certifications in the IT field is highly preferred.
- 5 years professional work experience in application or technical support.
- Professional work experience in healthcare industry, medical billing, or accounting highly preferred.
- Excellent understanding of the fundamentals of network, server, and desktop administration, installations, upgrades, techniques, tools, and equipment.
Benefits
Fully Remote Workforce
As a virtual-first organization, we can attract the best talent no matter where we all live. This allows for added flexibility and a schedule that works for you.
Essential Benefits
We offer medical, dental, and vision insurance; 40l(k) with match; legal benefits; short-term and long-term disability coverage; life insurance; and paid time off.
Employee Recognition
Team members can reward each other with points to celebrate everyday wins and going above and beyond. It’s our way of saying “nice job” in a way that really sticks.
Financial Incentives
Employees can benefit financially through the company’s success, referring top talent, and performance-based bonuses.
Salary: $42,000 - $48,000
Schedule: Monday - Friday, 40 hours per week, occasional weekend hours
We are not able to offer visa sponsorships at this time.
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