Customer Support Specialist 1 (cloud software support)
Provides front-line support for ChiroTouch SaaS software used in chiropractic clinics, resolving customer inquiries via phone and chat, troubleshooting issues, and documenting interactions to ensure high satisfaction and efficiency.
About the job
What You’ll Do
- Deliver timely, high-quality support by resolving inbound customer inquiries via phone and chat, ensuring minimal disruption to clinic operations
- Diagnosing and troubleshooting software issues, guiding customers through solutions that improve product adoption and overall experience
- Maintain accurate, detailed documentation of customer interactions and resolutions within the ticketing system to support knowledge sharing and efficiency
- Build strong product expertise across ChiroTouch solutions to provide informed guidance and proactive recommendations to customers
- Collaborate cross-functionally with Product, Engineering, and other teams to escalate issues, drive resolutions, and improve overall system performance
How Success is Measured
- Customer satisfaction (CSAT) scores consistently meet or exceed >93%
- Average ticket resolution time meets defined service level targets
- First contact resolution rate improves or exceeds team benchmarks
- Ticket documentation quality and accuracy meet internal audit standards
- Call handling quality and accuracy meet internal audit standards
- Contribution to team goals, including backlog reduction and service efficiency improvements
What You Bring
- Experience in SaaS customer support or a similar customer-facing software support role
- Strong troubleshooting and analytical skills, with the ability to resolve issues independently
- Clear and professional written and verbal communication skills
- Demonstrated ability to learn and navigate software systems quickly
- Proven ability to manage multiple priorities while maintaining attention to detail and service quality
Compensation
- Expected pay: $33,050 – $68,650
- Eligible for benefits including health, dental, vision, paid time off, 401(k) with company match, and potentially bonuses or equity
Skills
SaaS, Troubleshooting, Customer Support, Ticketing Systems, Chirotouch, Phone Support, Chat Support, Documentation, Analytical Skills, Software Navigation
Similar jobs
Customer Support jobs
Talkiatry
United States
Provides phone, email, and chat support to patients, providers, pharmacies, and insurers; schedules appointments, manages provider calendars, processes administrative requests, and resolves or escalates minor technical issues. Customer service, phone support, multitasking, and scheduling experience are required.
PracticeTek
San Diego, CA
Provides multi-channel technical and customer support for RevolutionEHR, troubleshooting healthcare software issues, managing cases through resolution, and collaborating with internal teams. Requires two years of eyecare experience and strong communication, problem-solving, and organizational skills.
Machinify
United States
Processes and reconciles medical appeal documents, uploads and distributes supporting media, and ensures regulatory and contractual compliance. Requires five or more years of relevant administrative or healthcare support experience, knowledge of appeals and claims processes, and strong Microsoft Office and documentation skills.
Rippling
United States
Supports customers with travel-product issues across phone, chat, email, and video channels, while documenting product knowledge and partnering with Product and Engineering on improvements. Requires 3+ years in a travel-related customer-facing role; GDS and TMC/BT consulting experience are preferred.
tastytrade
Chicago, IL
Supports brokerage customers through account opening, maintenance, documentation, and compliance processes. The role requires FINRA SIE, Series 7, and Series 63 licenses, strong customer communication, and careful attention to regulatory and operational detail.