Customer Support Specialist

To support a growing healthcare technology company, the full-time Customer Support Specialist will efficiently handle Tier 1 support tickets, enhance customer satisfaction through empathetic interactions, and collaborate across departments while working remotely. Key responsibilities Respond promptly to support tickets via email, phone, and chat, documenting and resolving cases within established SLAs Provide a solutions-focused experience for customers, analyze CSAT survey results, and share insights for continuous improvement Collaborate with teams to document case details, maintain knowledge base articles, and escalate recurring issues as necessary Required qualifications 4+ years of experience in customer success, account management, or a related field, preferably in a SaaS or technology company High School Diploma or GED required; Associate's or Bachelor's degree in Business, Marketing, Communications, or a related field is a plus Experience as a team or shift lead is preferable Ability to manage multiple accounts and projects simultaneously in a fast-paced environment Technical aptitude and a willingness to learn new software and systems