Note: The job is a remote job and is open to candidates in USA. Strategic Healthcare Programs (SHP) is a SaaS company providing analytics and performance management solutions for the post-acute healthcare market. The Customer Support Specialist provides Level 1 and 2 support for SHP’s Home Health and Hospice software and integrations, troubleshoots customer issues, manages support cases, and escalates complex technical problems while ensuring strong client service and HIPAA compliance.
Responsibilities
- Provide Level 1 and 2 customer service via phone and email for SHP Home Health and Hospice web-based software and integrations
- Triage and escalate complex or high-priority technical issues, ensuring timely and thorough follow-up
- Manage support cases using the CRM system, ensuring detailed and professional documentation
- Utilize internal resources to advance skill development and consistency in client service standards
- Participate in special projects or cross-functional initiatives as assigned by the Support Manager
- Contributing to a positive, energetic, and culture-perpetuating team
- Strictly adhering to HIPAA guidelines
Skills
- Minimum of 1 year of experience in customer support or related role
- Past experience in troubleshooting complex software, browser, and connectivity issues
- Strong ability to coach and guide SHP customers through product challenges
- Excellent verbal and written communication skills, with an emphasis on professionalism and clarity
- Ability to handle challenging customer situations with diplomacy and problem-solving focus
- Proficiency in Microsoft Office (Outlook, Excel, Word) and familiarity with major web browsers (Chrome, Edge, Firefox, Safari)
- Experience using CRM or Help Desk systems (e.g., HubSpot Dynamics, Salesforce, Zendesk)
- Demonstrated success in a fast-paced, dynamic environment with strong organizational and multitasking abilities
- This position is not eligible for immigration sponsorship
- Experience or familiarity with the Long-Term Care / Nursing Home industry is strongly preferred
- Familiarity with Microsoft Teams, Microsoft Co-Pilot, and Claude AI a plus
Benefits
- Competitive salary and comprehensive benefits (health, dental, vision)
- 401(k) with company match and employee stock purchase plan
- Flexible remote work with a preference for Santa Barbara or Pacific time zone (Remove if fully on-site position)
- Generous PTO, paid holidays, and a genuine commitment to work-life balance
- A team and culture where you can do meaningful work while growing your career
Company Overview