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Technical Support Specialist
EverCommerce. Provide exceptional support to customers via phone, chat, email, and customer portal .
About the role
Key responsibilities & impact- Provide exceptional support to customers via phone, chat, email, and customer portal
- Diagnose, troubleshoot, and resolve application, workflow, and configuration issues
- Help customers maximize the functionality of EverHealth solutions
- Escalate complex issues to appropriate internal teams with complete documentation
- Collaborate with Product, Engineering, Billing, and other internal departments
- Document customer interactions and troubleshooting steps accurately and thoroughly
- Provide customer feedback to improve products and services
- Identify opportunities to improve support processes and customer experience
- Use internal knowledge bases and support tools to research and resolve issues
- Contribute to internal knowledge base articles
- Meet or exceed customer satisfaction, quality, productivity, and SLA goals
- Continuously expand product knowledge and stay current on new features and enhancements
Requirements
What you’ll need- 1+ years of experience in a customer-facing, customer support, or technical support role
- Excellent troubleshooting and analytical skills
- Strong verbal and written communication skills
- Ability to explain technical concepts to non-technical users
- Strong organizational and time management skills
- Ability to prioritize work in a fast-paced environment
- Exceptional customer service skills with a strong sense of empathy
- Ability to learn new technologies quickly
- Comfortable working independently in a remote environment while collaborating with a global team
- Must be eligible to work without sponsorship in the United States
- Preferred: 1+ years of technical support experience
- Preferred: Experience supporting SaaS applications
- Preferred: Experience working in a healthcare environment, including EHR, Practice Management, Billing, or Revenue Cycle Management solutions
- Preferred: Familiarity with healthcare workflows such as scheduling, eligibility, claims, payments, and patient records
Benefits
Comp & perks- Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
- Continued investment in your professional development
- Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend
- 401k with up to a 4% match and immediate vesting
- Flexible and generous (FTO) time-off
- Employee Stock Purchase Program