Customer Support Specialist I (Behavioral Health)

What You’ll Do

• Resolve complex Tier 1 escalations by diagnosing root causes across software, system configurations, and network-related issues, ensuring timely and accurate solutions.
• Serve as the primary point of contact for escalated cases, delivering clear, proactive communication to customers throughout the troubleshooting process.
• Partner cross-functionally with Tier 2/3 support, product, and engineering teams to drive issue resolution and improve product performance.
• Maintain high-quality, accurate documentation of incidents, resolutions, and trends within the ticketing system to ensure visibility and continuity.
• Create and continuously improve internal knowledge base content to reduce resolution time and enable Tier 1 teams to resolve issues independently.

What You Bring

• 2+ years of experience in customer support or technical support, preferably within SaaS or healthcare technology.
• Experience working in a psychiatry, behavioral health, or mental health practice setting (e.g., front office, billing, or administrative roles).
• Strong troubleshooting skills with the ability to diagnose and resolve complex technical issues.
• Excellent written and verbal communication skills with a customer-first mindset.
• Proven ability to collaborate effectively across technical and non-technical teams in a fast-paced environment.

Compensation

• $21-$23/Hr (approximately $43,680 - $47,840 annually).
• Eligible for benefits including health, dental, vision, paid time off, 401(k) with company match, and potential bonuses or equity.