Customer Support Specialist
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.
About the job
Responsibilities
- Provide timely, professional support to RevolutionEHR customers by phone, live chat, email, and support cases.
- Troubleshoot issues involving navigation, workflows, configuration, and system functionality; escalate when needed.
- Own customer cases through resolution, documenting interactions and troubleshooting steps accurately.
- Communicate case status, next steps, and appropriate follow-up.
- Partner with subject-matter experts, specialty teams, Product, Development, Implementation, Billing, and other internal teams to resolve concerns and identify recurring issues.
- Maintain knowledge of RevolutionEHR functionality, product updates, support procedures, security, privacy, and HIPAA requirements.
- Contribute to training, coaching, process improvement, knowledge resources, and customer experience improvements.
- Meet expectations for quality, productivity, responsiveness, customer experience, attendance, and schedule adherence.
Requirements
- 2 years of eyecare experience required.
- Previous customer service, technical support, SaaS support, or help desk experience preferred.
- Strong verbal and written communication skills, including the ability to explain complex software functionality clearly.
- Strong troubleshooting, critical-thinking, problem-solving, organizational, and time-management skills.
- Ability to independently research customer questions and recognize when escalation is necessary.
- Customer-focused, collaborative approach with strong attention to detail.
- Ability to manage multiple customer interactions while remaining professional and solution-focused in a fast-paced environment.
Nice-to-Haves
- RevolutionEHR experience.
- Healthcare, EHR/EMR, practice management, or optometry industry experience.
Compensation and Benefits
- $19.50–$23.50 per hour, equivalent to $40,560–$48,880 annually based on 2,080 hours.
- Health, dental, and vision coverage.
- Wellness benefits.
- Flexible paid time off, sick time, and 10 company-paid holidays.
- 401(k) with company match.
- Potential additional compensation such as bonuses or equity, as applicable.
Skills
Customer Support, Technical Support, SaaS, Help Desk, Troubleshooting, HIPAA, Ehr/Emr, Practice Management, Live Chat, Case Management
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