Technical Support Specialist
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Job Description
Technical Support Specialist supporting customers using Radicle Health’s human services software products. Troubleshooting product, reporting, and integration issues while improving documentation and customer experience.
Responsibilities:
- Respond to customer inquiries via email and virtual meetings
- Resolve customer issues with product functionality, reporting, and integrations
- Write basic to intermediate scripting queries to investigate customer data problems
- Document solutions in the knowledge base
- Troubleshoot technical issues and escalate complex cases when necessary
- Communicate clearly and empathetically with customers
- Update and maintain customer support knowledge base and troubleshooting guides
- Collaborate with internal teams to keep customer-facing documentation current
- Improve self-service resources
- Work with product, engineering, and customer success teams to escalate feedback and technical issues
- Provide backup assistance to Engineering in manual testing
- Act as a bridge between customers and internal teams
- Track and report common customer issues and suggest process improvements
- Participate in team meetings and feedback sessions
- Stay current with product changes and customer support best practices
- Support colleagues through issue assistance and knowledge sharing
Requirements:
- Basic to intermediate scripting language capabilities (SQL, JavaScript, Domino, etc.)
- Excellent verbal and written communication skills to effectively convey technical information to stakeholders
- Strong problem-solving abilities
- Adaptability and openness to change
- Strong customer focus
- 0-2 years of relevant experience in customer support or junior technical role
- Studying for relevant certifications preferred but not required (such as scripting/Database basics, Cloud Fundamentals, SFDC, etc.)
Benefits:
- Unlimited PTO policy
- Competitive medical, dental, and vision healthcare coverage
- 401k matching
- Paid holidays
- Volunteer time off
- Paid parental leave
- Remote work stipend
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