Customer Support Specialist - Overnight

Our team is committed to enhancing physician and patient quality of life through Elation a SaaS cloud-based clinical platform. Since inception weve been focused on building a world-class technology solution that creates an experience of delight and ease for physicians and that our users love.

As an Overnight Customer Support Specialist youll own outcomes that shape how clinicians deliver careoperating at the intersection of strategic advocacy and rigorous operational mastery when support is most are the front line for clinicians and staff during overnight and after-hours periods leveraging Elations industry-leading AI-powered tools to deliver expert multi-channel technical support for Elations EHR and Patient Passport applications. Your mission: resolve complex issues quickly build trust and surface actionable insights to elevate care and team processes while meeting clearly defined performance expectations. This isnt routine technical support. Its a high-touch high-accountability role for professionals who thrive in complexity drive measurable results and believe in the transformative power of technology for medicine. If youre ready to navigate demanding expectations own meaningful outcomes and help move primary care forward your next challenge is hereat Elation Health.

Responsibilities

Operational Support & Case Management

• Deliver tier 1 technical and workflow support via email phone and screenshare overnightensuring clear empathetic and rapid resolution for clinicians and staff.
• Utilize AI support tools to rapidly triage diagnose and resolve technical or workflow casesminimizing downtime for clinicians and maximizing quality care delivery.
• Independently troubleshoot analyze and resolve urgent high-impact cases; escalate as needed while maintaining ownership for customer-impacting issues.
• Success in this role is measured by what you delivernot just what you intend. Youll operate with clear rigorous SLAs around (Throughput First Response Resolution Next Action Day CSAT Internal Quality).
• Advocate for clinicians in every interactioncapturing feedback guaranteeing action and strengthening the craft of medicine through thoughtful support.

Process Enhancement

• Identify recurring pain points and ticket trends from overnight support recommending improvements to workflows documentation and product features.
• Collaborate cross-functionally with Product Engineering Revenue Cycle Management and Customer Success to champion process changespushing for clinician outcomes even outside regular business hours.
• Share emerging challenges and technical solutions to support continuous team learning and operational advancement.
• Analyze AI-generated patterns across support tickets to identify root causes and recommend targeted improvements to workflows documentation and product features.

Continuous Learning & Urgent Response

• Participate in overnight weekend and holiday on-call duties (when applicable) ensuring clinicians always have vital after-hours support.
• Complete an intensive 8-week onboarding and training program focused on product knowledge care standards and hands-on use of AI-enabled support platforms.
• Proactively learn and adapt to new AI capabilities within Elations support ecosystem to continuously improve case resolution speed and customer satisfaction especially in urgent after-hours scenarios.
• Stay current on EHR RCM and SaaS support advancementsincluding use of AI-assisted tools to resolve complex or time-sensitive cases.

Qualifications

If youre a highly ambitious recent graduate driven to learn fast and make a difference for clinicians we encourage you to applyElation Health offers robust onboarding and ongoing training but be ready for a steep learning curve as you master our industry-leading products with support from a team committed to seeing you grow and succeed.

Required

• Bachelors degree or equivalent professional expertise
• Proven ability to troubleshoot multitask and think criticallyoperating independently and excelling in fast-paced high-pressure settings
• Confident clear communicator who can distill technical issues into customer-centered solutions (phone chat screenshare)
• Documented success as a self-starter advocating for urgent issues impacting patient care especially outside regular hours
• Highly empathetic detail-oriented results-driven; thrives on adaptability and tenacity supporting clinicians overnight

Preferred

• 2 years in a customer-facing technical support or healthcare technology role
• Exposure to Revenue Cycle Management EHR workflows and SaaS platforms (Salesforce Jira Intercom Slack AI-enabled support tools).
• Demonstrated ability to interpret AI-generated data and integrate insights into daily practice for continuous process and performance improvement.
• Proven ability to apply emerging AI technologies to streamline troubleshooting documentation or support workflows.
• Evidence of measurable impact supporting clinicians and driving process improvements in remote or after-hours environments

Why Elation

• Work fully remotely and independently with a schedule engineered for night-focused professionals who excel when urgency and impact meet.
• Join a bold tenacious and community-minded teamchampioning primary care and seeing results not just intentions directly improve patient and physician experiences.
• Your work is visible measurable and shapes outcomes for clinicians and practices in real timenight after night.

Salary: $50000/yr USD

Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.

We are committed to equal opportunity for all employees and applicants and value individuals with diverse perspectives including but not limited to: race color religion sex sexual orientation socioeconomic status age gender identity or gender expression national origin disability or veteran status.

Elation also complies with all applicable national state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elations mission of helping independent primary care thrive.