Customer Support Specialist

Customer Support and QA Specialist Location: Richardson, TX (Hybrid – minimum 2 days per week in office) Company: Leap Metrics Overview We are accepting applications for the Customer Support and Quality Assurance Specialist position to work on a product that helps improve the health of our population. What You Will Do Consult with customers to handle inquiries and troubleshoot technical issues with the Leap Metrics Sevida platform. Monitor Help Desk tickets and respond promptly with a customer service mindset. Duplicate customer-reported issues and log details. Create tickets in the internal issue tracking system for the engineering team. Conduct technical platform research for customers and respond via phone/Zoom, email, and our internal client support system. Accurately document and update customer records based on interactions. Develop and maintain a knowledge base of the evolving products and services. Create training videos for new product features. Train customers on the Sevida platform. Assist in testing Sevida solutions. Conduct quality assurance on product releases. Participate in product planning meetings. Meet targets set for response time, resolution time, and customer satisfaction. Desired Skills and Requirements Bachelor’s Degree, technical support, and technical troubleshooting experience. Demonstrable 3+ years of previous experience in SaaS customer service. Experience with healthcare IT systems, such as EHR systems, is preferred. Familiarity with cloud-based deployment models is helpful but not required. Familiarity with SQL databases is helpful but not required. Ability to build test automation scripts to mirror manual testing using tools like Playwright. Familiarity with customer support tools such as Zendesk, Freshdesk, JIRA, Salesforce, or equivalent. Experience performing User Acceptance and Regression Testing in technical product suites is a plus. Knowledge of healthcare compliance and HIPAA is a plus. Superior verbal and written (documentation) communication skills; ability to clearly communicate with internal team members and customers alike. Proven ability to learn new technology quickly and effectively. Ability to work on multiple client projects/products and technologies concurrently. Experience working with teams distributed globally. Self-starter with highly developed critical thinking skills and a demonstrated ability to think creatively and practically when troubleshooting and resolving issues. Operates with a sense of urgency and is comfortable working in a fast-paced environment. A proactive problem solver with the ability to manage multiple tasks and priorities. A team player who can work collaboratively across functions while maintaining a customer‑first approach. Ability to travel as needed (less than 10%). US work authorization required (visa sponsorship not available). Compensation & Benefits Competitive salary (commensurate with experience). Comprehensive benefits package. Hybrid work flexibility with collaborative office culture. Location US only - Richardson, Texas #J-18808-Ljbffr Leap Metrics