Support Specialist I

Provide technical support to customers by researching and answering questions, troubleshooting problems, and optimizing software performance

Provide outstanding customer service, including timely, concise, and accurate responses, and proactive customer issue management, while handling all customer requests in a professional, positive, and dignified manner

Provide training and consultation

Develop knowledge in other domain areas

Begin working within additional service offerings (Live Chat, Concierge, Phone Line) and participating in NRR-based projects (LOE/SOW)

Effectively communicate (verbal, listening, and written) with team, leadership, and customers

Create a positive team environment with motivation and energy

Gain and maintain the trust and confidence of team members by demonstrating integrity, accountability, and flexibility

Resolve moderate to high complexity/priority requests with consistent quality

Bachelor's degree, or High School diploma with relevant EHR/Software customer service or behavioral health agency; experience may substitute for an undergraduate degree

2 years of related experience

Ability to ask probing questions based on effective listening

Is on time and prepared for meetings; can make advanced arrangements when they are not available

Is able to own and deliver on commitments