Note: The job is a remote job and is open to candidates in USA. Ensora Health provides software and services for mental and behavioral health therapists, including AI-enabled practice management, electronic medical records, e-prescribing, and billing solutions. The Customer Support Specialist II independently manages routine customer cases, troubleshoots EHR platform issues, uses AI-assisted support tools, and contributes to service and knowledge-base improvements.
Responsibilities
- Handle routine customer cases from intake through resolution while maintaining service quality and customer satisfaction
- Provide timely and professional updates to customers regarding case status and next steps
- Maintain accurate case documentation and timely updates within CRM and support systems
- Use knowledge of EHR platform workflows, configurations, and AI-enabled capabilities to troubleshoot user issues and guide customers through standard processes
- Utilize AI-assisted support tools, knowledge bases, and automation technologies to improve resolution speed, consistency, and customer outcomes
- Identify opportunities where AI-generated insights, recommendations, or workflows can help customers maximize platform utilization
- Escalate complex, technical, or unresolved issues to senior support staff or specialized teams
- Document solutions, best practices, and recurring issues to strengthen team knowledge resources and AI knowledge repositories
- Contribute feedback that helps improve support workflows, self-service content, automation opportunities, and customer experiences
- Ensure adherence to service quality, compliance, privacy, and data security standards when supporting customers and AI-enabled workflows
Skills
- High school diploma or equivalent experience
- 1+ years of customer service, technical support, or related experience
- Familiarity with CRM systems, case management, and support documentation practices
- Proven ability to resolve routine issues independently and manage multiple priorities
- Strong written and verbal communication skills with a customer-first mindset
- Comfort using AI-powered tools, automation technologies, and digital support resources to improve productivity and customer outcomes
- Ability to evaluate AI-generated information, apply critical thinking, and ensure recommendations are accurate and appropriate for customer needs
- Interest in emerging technologies and a willingness to learn new AI-enabled capabilities and workflows
- Working knowledge of EHR workflows, user configurations, and healthcare software platforms preferred
- Experience contributing to knowledge management, process improvement, or self-service content is a plus
Benefits
- Remote work arrangement
Company Overview