Customer Support Specialist

Key Responsibilities Respond to customer questions and support requests in a timely, professional, and helpful manner through the company's established support channels. Assist customers with navigating and using the InMyTeam application and its features. Troubleshoot customer-reported issues by gathering information, asking appropriate questions, and identifying possible causes or solutions. Clearly explain system functionality, processes, and solutions in language that customers can easily understand. Accurately document customer questions, issues, troubleshooting steps, and resolutions in the appropriate internal systems. Determine when an issue can be resolved within Customer Success and when it should be escalated to another team, such as Product, Development, Implementation, or management. Provide complete and accurate information when escalating issues so that other teams can efficiently investigate and resolve them. Follow up on open customer issues as appropriate and communicate status updates to customers. Identify recurring customer questions, system issues, or areas of confusion and communicate trends to management and other appropriate teams. Develop and maintain a strong working knowledge of the InMyTeam platform, including new features, enhancements, and changes. Assist customers in understanding established workflows and best practices for using the application. Collaborate with Implementation and other internal teams to support a smooth customer experience as customers transition from implementation to ongoing support. Maintain customer confidentiality and follow company policies related to data privacy, security, HIPAA, and the handling of sensitive information. Participate in training, team meetings, product updates, and other activities necessary to maintain knowledge of the application and customer needs. Contribute to internal documentation, FAQs, knowledge-base materials, and support procedures when needed. Perform other customer support-related duties as assigned based on business and customer needs. Qualifications To be considered for this role, the candidate MUST speak Spanish and English fluently Previous experience in customer service, customer support, software support, healthcare technology, home care, or a related environment preferred. Strong verbal and written communication skills. Strong customer-service orientation with the ability to remain professional and solution-focused when working with frustrated or concerned customers. Ability to learn software applications and business processes quickly. Comfortable troubleshooting problems and asking questions to identify the underlying issue. Strong attention to detail and ability to accurately document customer interactions. Ability to organize and prioritize multiple customer requests and follow through on unresolved issues. Ability to work independently while also collaborating effectively with other departments. Comfortable working in a technology-focused environment where products, processes, and customer needs may evolve. Basic proficiency with computers, web-based applications, email, and common business communication tools. Preferred Qualifications Experience supporting a SaaS or web-based software application. Experience working with home care, home health, healthcare, or healthcare technology organizations. Familiarity with agency operations such as scheduling, caregiver or employee management, documentation, billing/payroll-related workflows, or other operational processes. Experience working with support tickets or customer service management systems. Familiarity with HIPAA or working with sensitive healthcare information. Core Competencies Customer Focus: Understands the customer's question or problem and works toward a clear and appropriate resolution. Communication: Communicates clearly, professionally, and patiently with customers and coworkers. Bilingual fluency Spanish and English Problem Solving: Investigates issues logically, gathers the necessary information, and determines appropriate next steps. Product Knowledge: Develops a strong understanding of the InMyTeam application and continuously builds knowledge as the platform evolves. Ownership & Follow-Through: Takes responsibility for customer requests and ensures issues are resolved, appropriately escalated, or handed off with sufficient information. Attention to Detail: Accurately documents customer interactions and follows established processes. Collaboration: Works effectively with Customer Service, Implementation, Product, Development, and other teams to resolve customer needs. Adaptability: Learns new features, processes, and workflows and adjusts as the product and organization evolve. Success in This Role A successful Customer Success Representative helps customers feel confident that their questions are understood and being addressed. They develop strong knowledge of the InMyTeam platform, resolve issues efficiently when possible, escalation appropriately when necessary, and contribute to a consistent and positive customer experience. #J-18808-Ljbffr INMYTEAM CORP