Customer Success Specialist 1
Provides advanced technical support for escalated customer issues involving software, networks, and configurations. Requires 2+ years of customer or technical support experience, strong troubleshooting and communication skills, and behavioral-health practice experience.
About the job
Responsibilities
- Manage and resolve complex technical issues escalated from the external Tier 1 support team.
- Investigate and diagnose issues involving software, networks, and system configurations.
- Serve as the point of contact for escalated cases and clearly communicate troubleshooting steps and solutions to customers.
- Maintain accurate incident and resolution records in the support ticketing system.
- Collaborate with Tier 2 and Tier 3 support teams, development, product management, and other departments to resolve issues.
- Develop and update troubleshooting documentation and knowledge base articles.
Requirements
- 2+ years of experience in customer support or technical support, preferably in SaaS or healthcare technology.
- Experience in psychiatry, behavioral health, or mental health practice settings, including front-office, billing, administrative, or other non-clinical roles.
- Strong troubleshooting skills and ability to diagnose complex technical issues.
- Excellent written and verbal communication skills with a customer-first mindset.
- Ability to work cross-functionally with technical and non-technical teams.
- Strong organizational skills and ability to prioritize in a fast-paced environment.
Compensation and Benefits
- $19-$23 per hour.
- Health, dental, and vision coverage.
- Wellness benefits supporting lifestyle, behavioral health, and overall well-being.
- Flexible paid time off, sick time, and 10 company-paid holidays.
- 401(k) plan with company match.
- Potential eligibility for additional compensation such as bonuses or equity.
Skills
Technical Support, Troubleshooting, SaaS, Healthcare Technology, Network Diagnostics, System Configuration, Ticketing Systems, Knowledge Base Management, Incident Management, Cross-Functional Collaboration
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