Software Support Specialist - SaaS Product

Inovaare Corporation is a leading provider of AI-powered compliance solutions for U.S. healthcare payers, helping health plans streamline operations and maintain regulatory compliance. Its specialized healthcare cloud platform embeds current federal and state regulatory protocols to mitigate risk, automate workflows, and reduce costs for stakeholders. Core solutions include tools for appeals and grievances management, regulatory compliance, delegation oversight, universe management, and continuous audit and monitoring. Products such as Usher AI deliver conversational, CMS regulation–trained assistance, natural language regulatory search, and real-time universe analysis. Inovaare’s solutions are purpose-built for healthcare compliance, AI-driven for efficiency, and delivered on HIPAA-compliant, HITRUST-certified, scalable infrastructure. Role Description We are seeking a customer-focused and highly organized Software Support Specialist to serve as a key point of contact for customers and internal teams regarding incoming support cases for our SaaS product. The Software Support Specialist will be responsible for receiving, reviewing, triaging, documenting, and coordinating the resolution of customer-reported issues, questions, and requests. The ideal candidate has 2–4 years of experience in software support, customer support, SaaS, technical support, or a similar customer-facing role. This individual must possess strong soft skills, excellent communication abilities, sound judgment, and exceptional time-management skills. Key Responsibilities Receive, review, and triage incoming customer support cases related to the SaaS product. Assess each case to understand the issue, determine urgency and impact, and assign the appropriate priority and category. Gather relevant information from customers to ensure cases are complete, clearly documented, and ready for investigation or resolution. Serve as a primary point of contact for customers throughout the support case lifecycle. Communicate professionally and effectively with customers regarding case status, next steps, requests for additional information, and resolution. Route and escalate cases to the appropriate internal teams, including Product, Engineering, Implementation, or other support resources. Track cases to ensure timely follow-up and help drive cases toward resolution. Monitor case queues and manage workload to ensure service levels, response times, and customer expectations are met. Maintain accurate and thorough case documentation, including issue descriptions, actions taken, customer communications, and resolution details. Identify recurring issues, trends, or potential product concerns and communicate findings to appropriate internal stakeholders. Work collaboratively with internal teams to support efficient case resolution and a positive customer experience. Assist in maintaining and improving support processes, triage procedures, knowledge base content, and case-management practices. Follow established support policies, procedures, escalation protocols, and service-level expectations. Participate in customer meetings or internal discussions as needed to provide support-related updates and insights. Required Qualifications Bachelor’s degree required in Business, Information Technology, Computer Science, Communications, Healthcare Administration, or a related field. 2–4 years of experience in software support, SaaS support, technical support, customer support, help desk, application support, or a similar role. Excellent verbal and written communication skills, with the ability to communicate effectively with both technical and non-technical audiences. Strong interpersonal and customer service skills with a professional, empathetic, and solution-oriented approach. Strong time-management and organizational skills, with the ability to effectively prioritize multiple cases and competing demands. Ability to assess incoming issues, ask effective questions, gather relevant information, and determine appropriate next steps. Strong attention to detail and ability to maintain accurate documentation. Ability to remain calm and professional when managing urgent, complex, or challenging customer situations. Demonstrated problem-solving skills and sound judgment. Ability to work independently while collaborating effectively with cross-functional teams. Comfortable working in a fast-paced environment with changing priorities. Preferred Qualifications Experience supporting an enterprise SaaS product. Experience using customer support or case-management platforms such as Zendesk, Salesforce Service Cloud, Jira Service Management, ServiceNow, or similar tools. Experience triaging and coordinating software defects, enhancement requests, configuration issues, and customer questions. Familiarity with software development and release processes. Experience working with customers in a complex or regulated industry, such as healthcare, health insurance, financial services, or government. Basic understanding of software integrations, APIs, data interfaces, or system configuration is a plus. Customer Focus Provides a professional, responsive, and positive customer experience while maintaining ownership and follow-through. Communication Communicates clearly, concisely, and effectively in both written and verbal interactions with customers and internal stakeholders. Time Management Effectively prioritizes incoming cases, manages follow-up commitments, and balances multiple responsibilities in a fast-paced environment. Judgment and Triage Quickly evaluates incoming issues, identifies urgency and impact, gathers the right information, and ensures cases are routed appropriately. Problem Solving Approaches issues logically, asks thoughtful questions, and works collaboratively to move cases toward resolution. Interpersonal Skills Builds positive relationships, demonstrates empathy and professionalism, and works effectively with customers and colleagues. Attention to Detail Maintains accurate case records and ensures important information, communications, and actions are properly documented. Success in this Role Within the first 6–12 months, the Software Support Specialist will be expected to: Effectively manage and triage incoming customer support cases. Consistently meet established response-time and case-management expectations. Communicate proactively and professionally with customers throughout the case lifecycle. Accurately prioritize and route cases to the appropriate internal resources. Maintain high-quality case documentation. Demonstrate strong ownership and follow-through on customer issues. Build productive working relationships across Support, Product, Engineering, Implementation, and Customer Success teams. Identify recurring customer issues and opportunities to improve support processes and the overall SaaS product experience. Contribute to high levels of customer satisfaction through responsive, effective, and empathetic support. #J-18808-Ljbffr Inovaare Corporation