Support Specialist

Support Specialist

Department: Flexible Workforce Support

Employment Type: Full Time

Location: Remote

Reporting To: Kassandra Mundt

Compensation: $53,000 - $60,000 / year

Description

At Hallmark Health Care Solutions, what we do and how we do it go hand in hand. We bring a relentless focus to both our products and our people-grounded in curiosity, a bias for action, accountability and ownership, strong judgment, and a willingness to challenge the status quo in pursuit of better outcomes.

Hallmark Health Care Solutions is led by passionate experts with an average of 20+ years' experience in IT, nursing, process engineering, finance, and healthcare. We are committed to strengthening communities by producing technologies, support services, and thought leadership that tangibly improve patient care and community health outcomes.


Hallmark Health Care Solutions, Inc (HHCS) is seeking Support Specialist to effectively support our vendors and clients. This role will be accountable for support and coordination of all activities. HHCS is undergoing rapid growth, and the Support Specialist will play a key role in supporting our products' use by our clients and vendors.

What You'll Do
• Assist with technology related questions from vendors and clients through email and virtual meetings.
• Investigate, troubleshoot, and resolve support inquiries by gathering relevant information, identifying root causes, and determining appropriate next steps
• Manage day-to-day support activities, including tracking requests, following up on open items, and maintaining accurate documentation
• Communicate with leadership for vendor and client escalation as needed
• Assist with technology projects based on client request
• Attend training sessions and internal calls related to new features and product updates, with the ability to understand functionality and translate learnings into effective client and vendor support
• Ability to function in a fast-paced, customer service-oriented environment
• Ability to use critical thinking to identify issues, assess options, and recommend effective actions
• Other duties as assigned based on business needs
• Ability to work from home with dedicated focus

What Success Looks Like:
• Issues are owned end-to-end, with proactive communication to vendors, clients and internal teams
• Vendor and client questions are resolved efficiently with minimal escalation
• Documentation and follow-ups are accurate, timely, and consistent
• Vendors and clients feel supported, informed, and confident using our technology

What We're Looking For
• Minimum 1-year experience with healthcare technology
• Required proficiency in Microsoft Excel, preferred proficiency in Microsoft Office Suite
• Preferred experience working in a ticketing or CRM system (e.g., HubSpot, Zendesk, Jira, or similar)
• Previous work from home experience
• Strong customer service skills, preferred experience with a range of stakeholders, including external partners and senior leadership
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences
• High school degree required

The Perks

• Medical, Dental, and Vision Insurance with Employee Premiums Covered by HHCS at 100% and Company Cost Share for any Dependents Enrolled
• $3000 Annual Company Contributions to HSAs for all Employees Enrolled in the HSA Eligible Health Plan
• Unlimited Paid Time Off
• Pre-Tax and Roth 401(K) Retirement Options

Hallmark Health Care Solutions, Inc is an Equal Opportunity Employer. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex, age, physical, mental or sensory disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. HHCS reserves the right to amend the job description, duties or qualifications based on company needs.


By applying to Hallmark Health Care Solutions, your application and all supplemental information is subject to our Privacy Policy. When clicking "Apply", you will be redirected to our Applicant Tracking System, Pinpoint.