Note: The job is a remote job and is open to candidates in USA. PrecisionCare, a portfolio company of Exa Capital, provides a web-based Electronic Health Records SaaS platform for Human Service providers. The Customer Technical Support Specialist serves as the first point of contact for users, troubleshooting software and data issues, querying databases with SQL, resolving support tickets, and collaborating with Development and Account Management to improve the product and user experience.
Responsibilities
- Serve as the first point of contact for PrecisionCare users, providing prompt, professional support across phone, email, and other channels
- Receive, investigate, and respond to support tickets, documenting each interaction clearly and thoroughly
- Guide users on best practices and efficient use of PrecisionCare applications, helping them get more value from the software
- Use screen sharing and other remote support tools to walk customers through issues in real time
- Diagnose and resolve software issues reported across multiple browsers, devices, and platforms
- Distinguish between user error, software bugs, and enhancement requests, escalating to the right team when needed
- Use Microsoft SQL Server Management Studio and Access to investigate and resolve data-related issues
- Track open tickets through to resolution, partnering with the Development team on bug fixes and product issues
- Partner with Development and Account Management to improve the overall user experience
- Identify friction points in the user experience and recommend improvements to processes, documentation, or the product itself
- Contribute to training materials and internal documentation for users and teammates
- Gather user feedback and relay it to the Manager of Customer Support to inform ongoing improvements
- Contribute to reporting on support trends, common issues, and resolution times
- Perform other duties as assigned
Skills
- Strong written and verbal communication skills, with the ability to translate technical concepts for non-technical audiences
- Comfortable working with relational databases and writing basic SQL queries
- Excellent organizational skills and attention to detail; able to manage multiple tickets and priorities at once
- Self-motivated and resourceful, equally effective working independently or as part of a team
- Skilled at building strong, trusted relationships with customers, colleagues, and partners
- Proficient with Microsoft Office/365 applications
- 2+ years of experience in customer support, technical support, or a related field
- 1+ years of experience supporting Electronic Health Records (EHR) or other healthcare SaaS applications
- Hands-on experience with SQL and Microsoft Access
- High school diploma or equivalent
- This is a remote position. You'll need a dedicated, private workspace suitable for handling confidential health information in line with compliance requirements
- Two- or four-year college degree
- Experience with HubSpot or another CRM
- Experience with Power BI
- Familiarity with HIPAA compliance and healthcare data privacy standards
Benefits
- Remote position
Company Overview