Customer Support Specialist II

Responsibilities

• Provide technical assistance and support for incoming queries via multiple channels; issues related to computer systems, software, and hardware 

• Research, resolve, and respond to end-user issues/problems received via email, telephone, live chat, ticket or offshore escalations, and provide support on desktop systems 

• Prioritize, answer, and implement creative solutions for customers 

• Respond to email messages and answer calls from customers seeking help 

• Ask clarifying questions to determine the nature of the problem and to be able to provide a solution  

• Responsible for having extensive product and industry workflow knowledge 

• Walk customers through problem-solving processes and consult on workflow best practices 

• Collaborate with other Customer Support Specialist, Success and Services Professionals, Education Specialist, Engineering and Product resources 

• Participate in testing of new and updated products and provide feedback 

• Follow up with customers to ensure the issue has been resolved Log call/issue information for record keeping 

• Meet and maintain productivity goals and expected satisfaction rating from customers  

• Follow existing processes to document and report issues/feedback to the internal team Identify areas to enhance existing processes and workflows 

• Serve as a liaison and advocate for our customers to the rest of the support team and company 

• Foster a collaborative environment where customers feel cared for, respected, and heard 

• Maximize customer satisfaction through timely and accurate resolution of customer inquiries/issues 

• Agile working across Customer Experience spaces when needed, including Success, Services, and Implementation/Training 

• Knowledge Base content creation and cultivation, special projects, customer communications, product and tooling integration and validation, etc. 

• Provide product training and act as mentors to offshore teams. 

• Work continuously to increase product knowledge by reviewing escalated cases on a weekly basis 

• Create technical bulletins to serve as a job aid and expand the knowledge base for handling support issues 

• Ensure customer and partner inquiries are responded to within established timeframes and customer support and technical support service levels are achieved 

• Identify, prioritize, and resolve reported problems including data, account administration, desktop hardware/software, including application issues 

• Responsible for maintaining and deploying systems via automated methods  

• Infrequent/occasional travel may be required for initial training and/or annual meetings  

• Other duties as assigned 

Qualifications  

• Excellence in written and verbal communication, as well as strong listening skills  

• Possesses strong customer relation skills 

• Ability to handle multiple priorities 

• Perform in an effective and timely manner all the tasks required 

• Work collaboratively with other departments (e.g., Development, Product, Sales) 

• Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions  

• Methodically resolve the more difficult and complex production issues reported by customers and partners 

• 3-5 years of experience in providing customer service  

• 2-5 years of technical support experience 

• 2-5 years experience in software support/Saas 

• 1-3 years of experience working in a remote environment preferred 

Additional Information

While we've outlined some key qualities we typically seek, it's essential to remember that there might be additional unique strengths and talents you possess that would make you an exceptional match for us, even if they're not explicitly mentioned. Studies have consistently highlighted the significance of this principle, particularly for individuals from disenfranchised backgrounds, including women and other marginalized groups. These individuals often hesitate to apply unless they meet every single requirement, unlike their male counterparts who are more inclined to apply when they meet around 60% of the criteria. 

The message we want to convey is that taking a leap of faith and applying can be incredibly rewarding. Your distinct abilities and perspectives could be exactly what we need to create a more diverse and inclusive team. So, don't hesitate—apply today and let's explore the exciting possibilities together! 

All your information will be kept confidential according to EEO guidelines.

At Ensora Health, Diversity, Equity, Inclusion, and Belonging aren’t just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do.

We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community. ​

​We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status. 

Ensora Health is an equal opportunity employer.