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Role Description

This is a remote position. The Customer Support Specialist serves as the primary point of contact for all incoming application support issues or requests related to software, systems, and hardware. This position is responsible for providing prompt initial response and follow-up, performing preliminary data acquisition, triage, analysis of end-user issues, and building the foundational technical expertise necessary to support application operations. The application helpdesk specialist will resolve basic routine configuration and functionality inquiries through telephone, online, and email channels; accurately document, track, and monitor all assigned service requests; and, when appropriate, escalate or dispatch support issues or requests to support services specialists to ensure timely and effective resolution.

• 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.
• Escalate complex or unresolved technical problems to more senior staff or appropriate support groups.
• 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.

• 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.

Qualifications

• High school diploma or equivalent.
• 3 years’ work experience in a customer service-oriented role.
• Strong troubleshooting skills.
• Ability to have understanding and application of customer service techniques as required to address problems with PC based tools and products; effective and result-oriented customer service skills.
• High degree of technical understanding; has the demonstrated ability to follow and participate in technical discussions; technically savvy.
• Exceptional interpersonal and team building skills.
• Effective organization and time management skills.
• Ability to work independently and within a team environment.

Requirements

• Associate’s degree in computer science, computer programming, computer information systems, or database administration, or closely related field (preferred).
• Certifications in the IT field is highly preferred.
• 5 years professional work experience in application or technical support (preferred).
• 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; 401(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