Customer Support Specialist

Strategic Healthcare Programs (SHP)

. Provide Level 1 and 2 customer service via phone and email for SHP Home Health and Hospice web-based software and integrations .

Posted 9/28/2026full-timeGoleta • California • United StatesJunior💰 $20 - $25 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing Level 1 and 2 customer support for web-based software, with a strong focus on troubleshooting complex issues and adhering to HIPAA guidelines. Proficient in managing support cases and maintaining detailed documentation while fostering a positive team culture.

Highest-signal resume keywords

Customer Support ExperienceTroubleshooting Complex Software IssuesCRM System ProficiencyExcellent Communication SkillsHIPAA Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingCustomer SupportDocumentationMultitaskingOrganizational Skills

Soft Skills

Problem-SolvingDiplomacyCoaching

Tools & Technologies

Microsoft OfficeCRM SystemsWeb BrowsersMicrosoft TeamsClaude AI

Industry Keywords

Long-Term CareNursing HomeHIPAA Guidelines

About the role

Key responsibilities & impact

Provide Level 1 and 2 customer service via phone and email for SHP Home Health and Hospice web-based software and integrations
Triage and escalate complex or high-priority technical issues
Ensure timely and thorough follow-up on customer issues
Manage support cases using the CRM system with detailed and professional documentation
Utilize internal resources to advance skill development and consistency in client service standards
Participate in special projects or cross-functional initiatives as assigned by the Support Manager
Contribute to a positive, energetic, and culture-perpetuating team
Adhere to HIPAA guidelines

Requirements

What you’ll need

Minimum of 1 year of experience in customer support or related role
Experience troubleshooting complex software, browser, and connectivity issues
Ability to coach and guide customers through product challenges
Excellent verbal and written communication skills
Ability to handle challenging customer situations with diplomacy and problem-solving focus
Proficiency in Microsoft Office (Outlook, Excel, Word)
Familiarity with major web browsers (Chrome, Edge, Firefox, Safari)
Experience using CRM or Help Desk systems (e.g., HubSpot Dynamics, Salesforce, Zendesk)
Strong organizational and multitasking abilities in a fast-paced, dynamic environment
Experience or familiarity with the Long-Term Care / Nursing Home industry is strongly preferred
Familiarity with Microsoft Teams, Microsoft Co-Pilot, and Claude AI is a plus
Strict adherence to HIPAA guidelines
Must be eligible to work in the United States; position is not eligible for immigration sponsorship

Benefits

Comp & perks

Competitive salary
Health insurance
Dental insurance
Vision insurance
401(k) with company match
Employee stock purchase plan
Flexible remote work
Generous PTO
Paid holidays
Work-life balance
Career growth opportunities