Customer Support Specialist II - Patients

This is a Fully Remote Job About Our Client: This organization operates in the retail healthcare technology sector, providing comprehensive software solutions to support over 40,000 clinics across North America. It serves providers in chiropractic, wellbeing, vision, and dental fields, offering tools that cover pre-encounter workflows, practice management, analytics, digital intake, marketing, electronic health records, and payment systems. The program aims to simplify and enhance retail healthcare practices through integrated technology platforms. About the Opportunity: The CUSTOMER SUPPORT SPECIALIST II - PATIENTS is responsible for delivering high-quality support to users by efficiently managing Tier 1 support cases across multiple communication channels. This role contributes to improving customer satisfaction and operational efficiency by resolving issues timely, maintaining accurate documentation, and collaborating with various teams. The position supports the organization’s mission by enhancing the customer experience and ensuring smooth use of healthcare technology solutions. Responsibilities: Respond promptly and professionally to Tier 1 support tickets via email, phone, and chat. Document and resolve cases within established service level agreements using Salesforce and Freshdesk. Provide empathetic, solutions-focused customer interactions. Send customer satisfaction surveys after case resolution and analyze feedback trends. Collaborate across departments to communicate case details effectively. Develop and maintain internal and customer-facing knowledge base articles. Escalate recurring issues to higher-tier support or management. Use internal tools to manage workload and schedule follow-ups. Stay updated on product and process changes to maintain support quality. Assist with project management tasks such as tracking progress and updating deliverables. Participate in process improvement and documentation updates. Requirements: Minimum 4 years of experience in customer success, account management, or related field, preferably in SaaS or technology. High School Diploma or GED required; associate or bachelor’s degree in relevant fields is a plus. Strong communication and interpersonal skills to build customer rapport. Excellent problem-solving and critical-thinking abilities. Preferably experience as a team or shift lead. Ability to handle multiple accounts and projects simultaneously. Comfortable working in a fast-paced, changing environment. Technical aptitude and eagerness to learn new software and systems. Pay Range and Compensation Package: Base pay expected between $22.00 and $25.00 per hour. Eligible for benefits including health, dental, vision insurance, paid time off, 401(k) with company match. May be eligible for bonuses or equity as applicable. Benefits & Perks: Medical insurance Dental insurance Vision insurance 401(k) with company match Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.