Array Behavioral Care

Customer Support

• Serve as the primary point of contact for clinicians requiring technical or operational assistance related to the OnDemand service delivery model
• Troubleshoot and resolve routine issues involving system access, authentication, connectivity, remote access, clinical applications, and related workflows
• Escalate complex or high-impact issues to appropriate internal or external resources
• Coordinate real-time incident response activities with internal and external stakeholders
• Support scheduled and unscheduled system downtime events using established communication, escalation, and continuity procedures
• Develop and maintain troubleshooting documentation, response protocols, operational playbooks, and technical resource libraries
• Monitor issue resolution progress and ensure follow-up to minimize recurring disruptions and clinician downtime
• Track support requests, incidents, and service interruptions and communicate recurring issues to leadership
• Compile and interpret basic support metrics and recurring issue trends
• Design, implement, and oversee clinician technical support workflows covering intake, triage, escalation, communication, and resolution
• Communicate outages, service interruptions, support updates, and escalation notifications to clinicians and stakeholders
• Collaborate with Clinical Operations, Access Center leadership, Clinical Training, Information Technology, Technical Support, Implementation, Client Success, and partner organizations
• Support clinician onboarding and training by ensuring technology access, system readiness, and awareness of support resources and downtime procedures
• Participate in operational reviews and process improvement initiatives
• Perform other duties as assigned

Clinician Technical Operations Support Specialist