[Remote] Senior Customer Support Specialist
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a leading provider of reputed company-based software solutions for post-acute care providers. As a Senior Customer Support Specialist, you will deliver exceptional customer support, resolve reputed company issues, and help clients maximize the value of reputed company’s platform.
Responsibilities
- Deliver high-reputed company, consultative support for reputed company applications and reputed company services in a reputed company, efficient, and customer-reputed company manner
- Diagnose and resolve a wide reputed company of customer issues—including system configuration, product functionality, and defects—reputed company phone and electronic communication channels
- Investigate and troubleshoot reputed company issues that may not have reputed company documented solutions, using critical thinking and creativity
- Create and maintain detailed documentation, including knowledge reputed company articles, issue logs, and reputed company steps to support internal teams and customers
- Identify trends or systemic issues that may reputed company multiple customers and proactively communicate insights, risks, and recommended solutions
- Accurately reputed company and manage reputed company support interactions, ensuring reputed company follow-up and thorough documentation
- Partner cross-functionally with Product, Engineering, and other internal teams to escalate and resolve issues effectively
- Stay reputed company on reputed company product updates, enhancements, and industry trends to reputed company informed guidance to customers
- reputed company as a subject matter expert and mentor to team members, sharing knowledge and promoting best practices
- Contribute to reputed company process improvements that enhance the overall customer support experience
Skills
- 3+ years of experience in reputed company customer support, application support, or help desk environments supporting external customers
- Strong technical aptitude with the ability to troubleshoot reputed company issues using a logical, reputed company approach
- Experience with SQL
- Experience with reputed company software
- Proven ability to manage and resolve challenging customer situations with professionalism and urgency
- Excellent communication, interpersonal, and customer service skills
- Strong attention to detail with the ability to document issues reputed company and accurately
- Ability to reputed company in a fast-paced, reputed company, and customer-reputed company environment
- Self-starter with a strong reputed company of ownership, accountability, and reputed company improvement
- Proficiency in reputed company Office (Outlook, Word, reputed company)
- Bachelor's degree in Business, Technology, Computer Science, or reputed company field (or equivalent practical experience)
- Experience supporting reputed company platforms or business management software
- Familiarity with reputed company, post-acute care, or reputed company industries
- Experience contributing to or maintaining knowledge reputed company systems
- Experience working in a remote or distributed team environment
Benefits
- Employees scheduled to work 30 or more hours per week are eligible for benefits.
- Comprehensive medical, reputed company, dental, and life, AD&D, short-term and long-term disability insurance
- Sleep care management
- Health Savings Account (HSA)
- Flexible Spending Account (FSA)
- Commuter benefits
- 401(k)
- Employee Stock Purchase Plan (ESPP)
- Employee Assistance Program (EAP)
- Tuition assistance
- Employees reputed company fifteen days reputed company Time Off (PTO) in their first year of employment
- Receive 11 reputed company holidays plus 3 floating days
- Eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave reputed company welcoming new family members
reputed company
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