Customer Support Specialist II
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Job Description
Customer Support Specialist resolving complex customer issues in mental health software. Providing technical support and collaborating with cross-functional teams to enhance customer experience.
Responsibilities:
- Provide technical assistance and support for incoming queries across multiple channels.
- Troubleshoot and resolve non‑generic, complex issues requiring deep product and systems knowledge.
- Research, diagnose, and respond to end‑user issues received through email, chat, phone, ticket queues, and offshore escalations.
- Ask clarifying questions to identify root causes and implement effective solutions.
- Maintain extensive understanding of Ensora Health products and industry workflows.
- Walk customers through problem‑solving steps and consult on workflow best practices.
- Partner closely with Support Specialists, Customer Success, Services, Education, Engineering, and Product teams.
- Participate in testing and validation of new product features and releases.
- Log issue details for documentation and follow up to ensure complete resolution.
- Meet productivity and customer satisfaction goals.
- Identify opportunities to improve internal processes and customer‑facing workflows.
- Advocate for customer needs and represent their voice internally.
- Support Knowledge Base growth through content creation, technical bulletins, and process aids.
- Mentor offshore support teams and provide product training when needed.
- Review escalated cases weekly to deepen product knowledge.
- Ensure inquiries are resolved within established SLAs.
- Troubleshoot data, account administration, hardware/software, and application issues.
- Maintain and deploy systems using automated methods.
Requirements:
- 3–5 years of customer service experience
- 2–5 years of technical support experience
- 2–5 years of experience in software support/SaaS
- 1–3 years of remote work experience (preferred)
- Medical billing experience (preferred)
Benefits:
- Health insurance
- Flexible work arrangements
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