Customer Success Specialist

Job Description

Job Description

We are looking for a Customer Success Specialist to join a healthcare technology team in Phoenix, Arizona. This hybrid position focuses on helping clients use a SaaS platform effectively by addressing support needs, resolving application issues, and providing clear guidance on system functionality. The role is ideal for someone who enjoys delivering responsive service, navigating technical questions, and building positive client experiences in a fast-paced support setting.

Responsibilities:

• Respond to client questions and support requests through a queue-based workflow, ensuring timely and thorough follow-up.

• Investigate and resolve basic application issues related to errors, setup concerns, and day-to-day system usage.

• Assist users with platform navigation, feature adoption, and general how-to guidance to improve confidence with the software.

• Support customers with questions tied to front-office processes, clinical workflows, and routine operational tasks within the system.

• Provide a high standard of service by communicating clearly, showing urgency, and keeping clients informed until issues are addressed.

• Route more advanced or specialized problems to higher-level technical teams when additional expertise is needed.

• Help create and update internal and client-facing knowledge articles, troubleshooting steps, and frequently asked questions.

• Partner with cross-functional teams to speed issue resolution and promote a consistent support experience.

• Previous experience in customer service, customer success, call center support, or a similar client-facing role.
• Ability to manage email correspondence and handle multiple browser-based applications efficiently.
• Familiarity with troubleshooting connectivity issues and resolving common software-related concerns.
• Working knowledge of basic medical terminology and healthcare office processes.
• Exposure to EMR or EHR platforms and an understanding of electronic medical record environments.
• Strong written and verbal communication skills with a focus on clarity, professionalism, and follow-through.
• Experience supporting SaaS products, healthcare technology solutions, or ticketing platforms such as Salesforce is preferred.