Note: The job is a remote job and is open to candidates in USA. ChiroHD is a cloud-based practice management platform built for chiropractic practices. The Customer Support Specialist provides front-line assistance through chat, email, phone, and Zoom, troubleshooting issues, educating customers, documenting interactions, and coordinating with internal teams to resolve customer concerns.
Responsibilities
- Provide friendly, knowledgeable, and timely support through chat, email, and phone. Manage multiple conversations and priorities simultaneously while maintaining accuracy, responsiveness, and a high level of care
- Troubleshoot product questions and technical issues by gathering the right information, investigating thoroughly, and identifying the best path forward. Take ownership of customer issues from initial contact through resolution or appropriate escalation
- Educate customers on product functionality, workflows, and best practices so they can confidently use the platform. Clearly document customer interactions, troubleshooting steps, findings, and relevant context
- Follow established support workflows and escalation processes, using good judgment when a situation requires additional attention. Partner with Tier 2 Support and cross-functional teams to investigate complex issues, bugs, and product-related concerns
- Identify recurring customer pain points, trends, and opportunities to improve the customer experience. Stay current on product updates, new features, internal processes, and support resources
- Contribute to a collaborative team environment by sharing knowledge, asking questions, and jumping in to support teammates. Adapt to evolving products, processes, and priorities in a fast-moving SaaS environment
Skills
- You care about the person on the other side of the conversation and take ownership of their experience: investigating, communicating, and following through until the issue reaches the right place
- You naturally ask questions, dig deeper, and want to understand how and why things work
- You're comfortable navigating unfamiliar situations and using available resources to find answers
- You can explain technical or complicated information in a way that feels simple and approachable, and you understand that great support is a team effort - communicating well with customers and teammates alike
- You can manage multiple conversations, tasks, and priorities without losing important details, and you understand that accurate documentation and complete context matter, especially when escalating an issue
- You're at ease with change and can learn new products, tools, and processes quickly
- You don't need to be an engineer, but you're confident navigating software and understanding how systems work
- You embrace AI as part of your everyday work, using it thoughtfully to work smarter, solve problems faster, and continuously improve the customer experience
Company Overview