Customer Support Specialist - $21.00 - $26.44 per hour

Position Overview

This opportunity is for a Customer Support Specialist responsible for resolving complex Tier 1 escalations involving software, system configurations, and network-related issues. The role serves as the primary customer contact for escalated cases, communicates throughout the troubleshooting process, maintains detailed ticket documentation, and works with technical and nontechnical teams to resolve issues effectively.

The position supports technology used by healthcare practices and is especially suited to someone with previous experience in psychiatry, behavioral health, or mental health environments. Success requires strong troubleshooting abilities, clear communication, a customer-first approach, and the ability to work effectively in a fast-paced setting.

What You’ll Do_Customer Support and Troubleshooting_

• Resolve complex Tier 1 escalations by identifying root causes involving software, system configurations, and network-related issues.
• Provide timely, accurate solutions while maintaining a high standard of customer service.
• Serve as the primary point of contact for escalated cases.
• Provide customers with clear, proactive updates throughout the troubleshooting and resolution process.
• Distinguish issues that can be resolved at the Tier 1 level from those requiring additional technical assistance.

Cross-Functional Issue Resolution

• Partner with Tier 2 and Tier 3 support teams to resolve complex customer issues.
• Collaborate with Product and Engineering teams to support issue resolution and improve product performance.
• Communicate effectively with both technical and nontechnical teams in a fast-paced environment.
• Help reduce unnecessary Tier 2 and Tier 3 escalations through effective first-touch troubleshooting and resolution.

Documentation and Knowledge Management

• Maintain complete, accurate, and high-quality documentation of incidents, troubleshooting steps, resolutions, and recurring trends in the ticketing system.
• Ensure support records provide appropriate visibility and continuity for other team members.
• Create internal knowledge base content that helps reduce resolution times.
• Continuously improve existing knowledge base resources.
• Develop documentation that enables Tier 1 support teams to resolve more issues independently.

Performance Expectations

• Meet or exceed team targets for the average resolution time of Tier 1 escalations.
• Consistently meet or exceed team customer satisfaction benchmarks.
• Reduce escalations to Tier 2 and Tier 3 through effective first-touch resolution.
• Meet monthly ticket-volume and productivity expectations while maintaining service quality.
• Improve the quality and usability of documentation to support team efficiency and knowledge sharing.

Qualifications

• At least two years of experience in customer support or technical support.
• Customer support or technical support experience within SaaS or healthcare technology is preferred.
• Experience working in a psychiatry, behavioral health, or mental health practice setting.
• Relevant practice-setting experience may include front-office, billing, or administrative responsibilities.
• Strong troubleshooting skills with the ability to diagnose and resolve complex technical issues.
• Excellent written and verbal communication skills.
• A customer-first approach to communication, troubleshooting, and issue resolution.
• Proven ability to collaborate effectively with technical and nontechnical teams.
• Ability to perform effectively in a fast-paced work environment.

Benefits

• Health, dental, and vision coverage options.
• Wellness benefits supporting lifestyle needs, behavioral health, and overall well-being.
• Flexible paid time off.
• Paid sick time.
• Ten company-paid holidays.
• 401(k) retirement plan with company matching contributions.