Customer Support Specialist

Job Summary

To enhance customer experiences, the full-time remote Customer Support Specialist III will manage and resolve complex support cases, serve as a subject matter expert on the EHR platform, and leverage AI-enabled tools for efficient case resolution.

Key responsibilities

• Independently manage and resolve complex or escalated customer cases using advanced troubleshooting techniques
• Mentor junior specialists and contribute to knowledge base content while identifying opportunities for AI and workflow automation
• Analyze recurring issues and trends to recommend improvements to processes and customer experience

Required qualifications

• High school diploma or equivalent experience
• 3+ years of customer service or support experience, preferably in a technical or SaaS environment
• Proven ability to independently resolve complex or escalated issues
• Experience using knowledge bases, automation tools, or AI-assisted support platforms
• Deep understanding of EHR platforms, including workflows, configurations, and troubleshooting