Customer Support Representative (Remote) - ABA Therapy Software

Theralytics is looking for a Customer Support Representative (remote) to join our team. In this role, you’ll provide friendly, efficient, and knowledgeable support to ABA therapy providers using our practice management and data collection software. You'll play a key role in helping customers get the most out of our platform.

Responsibilities

• Provide first-line telephone, video conferencing (Zoom), chat, and email technical support.
• Accurately categorize and document all customer interactions using a ticket tracking system such as Freshdesk / Jira.
• Troubleshoot issues, guide users through solutions, and escalate complex cases as needed.
• Collaborate with the support and product teams to relay feedback and identify recurring issues.
• Help maintain support documentation and contribute to knowledge base articles.
• Stay up to date on platform updates, especially changes related to forms functionality.
• Leverage internal tools, Standard Operating Procedures (SOPs), and Knowledge Base documentation to troubleshoot and resolve technical issues.

Requirements

• 1–3 years of experience as a customer service agent in technical support and/or Registered Behavior Technician within the ABA SaaS, healthcare, or technology sectors is required.
• Comfortable learning new software tools and explaining technical processes to non-technical users.
• Organized, detail-oriented, and able to manage multiple support requests efficiently.
• Ensure compliance with security, availability, confidentiality, HIPAA, and privacy policies when handling sensitive client data.
• Provide step-by-step guidance to customers, including video recordings demonstrating product use and written guides with steps and visuals
• Prioritize support cases (SEV1–SEV5) and provide regular updates on open issues to ensure Service Level Agreements are met.

Join Theralytics and help support the tools that empower ABA therapy providers to do their best work.

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• How many years of technical customer support experience do you have?
• Why do you want to work at Theralytics?
• Do you have any ABA therapy experience?

Work Location: Remote