Technical Customer Support Specialist (remote US only)

We’re looking for a proactive and customer-focused Customer Support Specialist to serve as the first point of contact for our clients. In this role, you’ll be responsible for delivering a best-in-class support experience by resolving customer issues, answering questions, and managing requests with care and efficiency.You’ll play a key role in overseeing the support queue, ensuring timely responses and smooth coordination across teams. The ideal candidate is technically savvy, highly organized, and an excellent communicator who thrives in a fast-paced environment and remains calm under pressure.Our clients include hospitals, health systems, collaborative quality initiatives, and professional societies across a range of healthcare specialties—making your role both impactful and meaningful in the healthcare space.Primary ResponsibilitiesManage the customer service queue to ensure service level agreements (SLAs) are consistently metResolve customer inquiries, issues, and requests in a timely and effective mannerTest new solutions and software updates for quality assurance and usabilityFacilitate smooth handoffs and escalations between the Services and Software Development teamsAct as a subject matter expert (SME) on company products and servicesBuild and maintain strong, lasting customer relationshipsAccurately manage and update customer cases in Salesforce.comReview and manage KPI dashboards in Salesforce.com to monitor team performance and identify improvement opportunitiesWork with a proactive mindset and strong sense of urgency