Note: The job is a remote job and is open to candidates in USA. Valant is an established market-leading software-as-a-service organization serving the behavioral healthcare industry. The Customer Support Specialist provides first-line and escalated support for Valant’s behavioral health EHR software, troubleshooting technical issues, resolving customer inquiries, documenting solutions, and collaborating with engineering, development, and third-party partners.
Responsibilities
- Accurately and proficiently assist customers with account-related, and technical support questions primarily through phone and email. Approximately 90% of the workday will be spent answering customer calls, with 10% focused on email questions
- Troubleshoot technical issues pertaining to our product and integrations, including root cause analysis, deep investigative work tied to software issues, and escalation to our engineering team when necessary
- Address any inquiries, reproduce reported bugs, identify quick fixes, and document all learnings related to your investigating, diagnosing, troubleshooting, and triaging of issues
- Work with Development partners to create knowledge base docs and articles
- Provide detailed and researched information when escalating issues to developers, including logs, context, and preliminary diagnostics
- Analyze, document and resolve tickets based on service levels, ensuring adherence to SLAs, and escalate issues as required
- Actively engage with customers in a B2B environment, maintaining excellent written and verbal communication skills
- Collaborate with third-party software providers and business partners
Skills
- 1+ years' experience in a technical and/or customer support role focused on investigating and troubleshooting technical issues and tools
- Have experience in troubleshooting and triaging customer issues, escalating to product and development teams any product issues or gaps, and owning through to resolution
- Demonstrated ability to identify customer needs, handle customer problems with professionalism, engage with other teams where necessary, and to drive resolution on customer problems and questions
- Have a strong attention to detail
- Have experience in B2B SaaS environment
- Have excellent organizational skills, including a good sense of priority management and the ability to easily adapt to change
- Initiative, and ability to think outside of the box in resolving issues
- Self-motivation, accountability, and ownership
- Excellent attendance
- Available Monday – Friday with some flexibility for hours between 6:00am-5:00pm Pacific Time
- A reliable internet connection and a quiet space to work – this job is currently 100% remote (laptop and other equipment will be provided)
- Medical Billing or Clearinghouse experience is a plus!
- Behavioral health or clinical management experience is a plus!
Benefits
- 100% employer-paid medical, dental, vision premiums and HSA contributions
- Generous paid time off and paid sick leave policy
- Bonus plans
- 401k Match
- Ability to work remotely with a strong internet connection
- Laptop and other equipment will be provided
Company Overview