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Customer Support Specialist

ID
2026-2552
Category
Customer Support
Position Type
Regular Full-Time
Min
USD $22.00/Hr.
Max
USD $26.00/Hr.

Overview

The Customer Support Specialist is responsible for learning and providing software application and technical assistance to our customers on a single product. This position plays a key role in our contact center by diagnosing, troubleshooting, and resolving application questions and issues, providing education to customers on functions and features, and properly escalating potential problems as applicable. Requires working in a team and being responsible for achieving defined goals. Requires the ability to communicate effectively with customers and coworkers regarding application/technical issues. 

Duties & Responsibilities

  • Learn and provide to our external customer base exceptional and meaningful assistance on one of our product offerings via established channels (phone, e-mail, web portal and chat) 

  • Respond to client’s application and system issues per our service level agreements 

  • Diagnose, troubleshoot, and resolve application, technical, and hardware issues  

  • Provide education to customers focused on functionality, features, and best practices so they can become more self-sufficient 

  • Clearly and concisely document all correspondence and activities related to cases in CRM or other specified tools  

  • Properly escalate potential problems as needed to next tier, leadership, etc.  

  • Perform remote dial-in support to customers as needed  

  • Conduct/participate in scheduled conference calls with customers  

  • Adhere to established processes and workflows; specifically, as it relates to solidifying a positive experience with every customer interaction 

  • Manage customer case load with CRM (and other provided) tool(s) for maximum efficiency and visibility, with carefully executed follow-up to closure on open issues 

  • Proactively and appropriately share well thought-out, constructive feedback and ideas to better the department and/or the company as a whole  

  • Participate in team, department, and company meetings as scheduled  

  • Seek continuous product knowledge and industry knowledge  

  • Participate in training opportunities to continually increase solution knowledge  

  • Work to meet or exceed individual, department, and corporate goals and imperatives 

  • Work effectively and efficiently as an individual and within a team 

  • Work collaboratively with other departments to ensure organizational and customer success 

  • Perform other duties and projects as assigned  

Skills Required

  • Technical-related Associate’s degree and/or 2 years of progressive experience within technical service/support role 
  • Excellent time management, resource organization and priority setting skills, and the ability to multi-task in a fast-paced environment 
  • Proven aptitude for learning complex software/hardware solutions  
  • Strong customer service skills  
  • Critical-thinking skills to proactively process and resolve challenges independently and with deliberate time management  
  • Strong written and verbal communication skills 
  • Ability to use sound decision-making in support of customer and business needs 
  • Self-motivated 
  • Collaborative mindset 
  • Solid troubleshooting and research skills that help resolve issues to drive customer outcomes 
  • Ability to stay calm in pressurized or stressful situations and coach customers through solving problems 
  • Ability to be adaptable and take initiative 

 

Desired Skills and Qualifications: 

  • Basic knowledge/experience with the healthcare industry 

  • Basic knowledge in VMWare, SQL Server, SQL Query Language, Troubleshooting tools, Windows Servers and Desktops, Cloud Technologies 

Min

USD $22.00/Hr.

Max

USD $26.00/Hr.

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The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.


Applicants must be authorized to work in the U.S. on a full-time basis without the need for current or future sponsorship.


About symplr:

symplr is revolutionizing healthcare operations with a first-of-its-kind platform that drives effective, efficient, and connected workflows while increasing operational benefits and scaling clinical, financial, and quality outcomes—driving value where it matters most.


We are a remote-first company with employees working across the United States, India, and the Netherlands. Guided by values, we focus on teamwork, championing our customers, being rooted in action and outcomes, overcoming challenges, and leading through equality and integrity. Read more about symplr's culture and values at symplr.com/careers.


Perks & Benefits:

  • Company Sponsored Medical, Dental & Vision
  • Safe Harbor 401K with Employer Matching up to 5%, eligible upon hire with immediate vesting
  • HSA Employer Contributions, Employer Paid Life, Short-term and Long-term Disability, and AD&D Insurance Plans
  • Permissive Time Off Plans, Volunteer Time Off, & 12 Paid Holidays
  • Comprehensive medical leave and bonding leave programs for new parents
  • Tuition Assistance & Continuing Education Reimbursement available
  • Additional Employer-Sponsored Programs: Caregiving resources, emotional well-being support, discount programs, and other valuable employee benefits.

symplr is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.


As an ongoing commitment to reasonably accommodate individuals with disabilities, symplr has established alternative methods to complete the application process. Disabled applicants needing assistance are encouraged to call 281.863.9500 if further assistance is required.


To all recruitment agencies: we do not accept resumes or partnership opportunities. Please do not forward resumes to symplr or any of our employees. We are not responsible for any fees related to unsolicited resumes.