Customer Support Specialist
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Job Location:
Los Angeles, CA - USA
Monthly Salary:
$ 66000 - 75000
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
ABOUT ARTERA
Our Mission:Make healthcare #1 in customer service.
What We Deliver:
Our Impact:Trusted by 900 provider organizations including specialty groups FQHCs large IDNs and federal agencies engaging 100 million patients annually.
Our award-winning culture: Our award-winning culture: Since founding in 2015 Artera has consistently been recognized for its innovative technology business growth and named a top place to work. Examples of these accolades include: Inc. 5000 Fastest Growing Private Companies (); Deloitte Technology Fast 500 (); Built In Best Companies to Work For ( 2025). Artera has also been recognized by Forbes as one of Americas Best Startup Employers Newsweek as one of the Worlds Best Digital Health Companies and named one of the top 44 Startups to Bet your Career on in 2024 by Business Insider.
Are you a naturally curious energetic problem-solver who thrives on helping people succeed Were looking for a Customer Support Specialist to be a critical bridge between our customers and our product.
In this role you wont just answer questionsyoull dive deep to understand root causes transform complex issues into simple solutions and deliver a truly world-class support experience. Youll work directly with our Manager of Customer Support and collaborate with a passionate expert team that celebrates wins and works together on challenges.
This position is more than a stepping stone; its a launchpad for your career. This experience will give you unparalleled firsthand insight into customer challenges and product functionality preparing you for higher-level roles in a variety of high-demand fields.
Responsibilities
- Become a Product Expert: Quickly master our SaaS platform and a suite of internal troubleshooting and business analytics tools to accurately diagnose resolve and articulate solutions for complex technical challenges.
- Own the Solution: Manage and drive to completion a queue of customer support items focusing on root-cause analysis and clear concise documentation of every resolution.
- The Voice of the Customer: Serve as a critical feedback loop to our Customer Success Product and Engineering teams providing direct data-informed insights on product performance.
- Strategic Escalation: Know when and how to strategically hand off critical unresolved issues to specialized internal teams including software engineers and customer success leaders ensuring a seamless experience for the customer.
- Process Innovator: Actively identify gaps and propose improvements for our customer support processes tools and technologies to increase team efficiency and customer satisfaction.
- Documentation & Knowledge Sharing: Collaborate with the Customer Success team to create and maintain high-quality knowledge base articles and documentation that clearly explain key product functionality for both internal and external use.
- Master of Prioritization: Expertly prioritize and manage multiple concurrent complex cases ensuring that urgent issues are resolved quickly while maintaining progress on ongoing projects.
Requirements
- 2 Years of Experience: Proven track record with 2 or more years of experience in a customer-facing support role (e.g. Customer Support Technical Support or Customer Success) preferably within a cloud-based SaaS or IT environment.
- Technical Troubleshooting: Demonstrated ability to perform robust technical troubleshooting across various domains including browser/web-based applications database concepts (SQL knowledge is a plus) and telecommunication technologies.
- Customer-Centric Background: A genuine passion for delivering exceptional service and prioritizing the customer experience in every interaction.
- Ticketing System Proficiency: Hands-on experience using a major ticketing system (e.g. Salesforce Service Cloud Jira Zendesk) to manage track and resolve support cases.
- Organizational Excellence: Strong attention to detail highly organized and an ability to multitask effectively while managing a high volume of complex items simultaneously.
- Availability: Able to work during standard business hours Monday through Friday 8:00 AM 5:00 PM PDT.
Bonus
- Healthcare Technology Expertise: Direct experience working within a healthcare-related field or with Healthcare IT systems.
- Healthcare Interface Knowledge: Familiarity with healthcare interface standards particularly HL7 as well as common EHR/EMR systems like Cerner Meditech or Ochin.
- Advanced Technical Skills: Hands-on experience with database troubleshooting (e.g. querying or diagnosing performance issues) and/or knowledge of AWS (Amazon Web Services) environments.
$66000 - $84000 a year
The compensation for this role will be based on level of experience and the geographic tier in which you are located. This position also comes with equity and a variety of benefits.
Tier 1 Salary: $74000 - $84000
Non-Tier 1 Salary: $66000 - $75000
OUR APPROACH TO WORK LOCATION
Artera has hybrid office locations in Santa Barbara CA and Philadelphia (Wayne) PA where team members typically come in three days a week. Specific frequency can vary depending on your teams needs manager expectations and/or role responsibilities.
In addition to our U.S. office locations we are intentionally building geographically concentrated teams in several key metropolitan areas which we call our Hiring Hubs. We are currently hiring remote candidates located within the following hiring hubs:
- Boston Metro Area MA
- Chicago Metro Area IL
- Denver Metro Area CO
- Kansas City Metro Area (KS/MO)
- Los Angeles Metro Area CA
- San Francisco / Bay Area CA
- Seattle Metro Area WA
This hub-based modelhelps us cultivate strong local connections and team cohesion even in a distributed environment.
To be eligible for employment at Artera candidates must reside in one of our hybrid office cities or one of the designated hiring hubs. Specific roles may call out location preferences when relevant.
As our hubs grow we may establish local offices to further enhance in-person connection and collaboration. While there are no current plans in place should an office open in your area we anticipate implementing a hybrid model. Any future attendance expectations would be developed thoughtfully considering factors like typical commute times and access to public transit to ensure they are fair and practical for the local team.
WORKING AT ARTERA
Company benefits- Full health benefits (medical dental and vision) flexible spending accounts company paid life insurance company paid short-term & long-term disability company equity voluntary benefits 401(k) and more!
Career development- Manager development cohorts employee development funds
Generous time off- Company holidays Winter & Summer break and flexible time off
Employee Resource Groups (ERGs)- We believe that everyone should belong at their workplace. Our ERGs are available for identifying employees or allies to join.
EQUAL EMPLOYMENT OPPORTUNITY (EEO) STATEMENT
Artera is an Equal Opportunity Employer and is committed to fair and equitable hiring practices. All hiring decisions at Artera are based on strategic business needs job requirements and individual qualifications. All candidates are considered without regard to race color religion gender sexuality national origin age disability genetics or any other protected status.
Artera is committed to providing employees with a work environment free of discrimination and harassment; Artera will not tolerate discrimination or harassment of any kind.
Artera provides reasonable accommodations for applicants and employees in compliance with state and federal laws. If you need an accommodation please reach out to
DATA PRIVACY
Artera values your privacy. By submitting your application you consent to the processing of your personal information provided in conjunction with your application. For more information please refer to our.
SECURITY REQUIREMENTS
All employees are responsible for protecting the confidentiality integrity and availability of the organizations systems and data including safeguarding Arteras sensitive information such as Personal identifiable Information (PII) and Protected Health Information (PHI). Those with specific security or privacy responsibilities must ensure compliance with organizational policies regulatory requirements and applicable standards and frameworks by implementing safeguards monitoring for threats reporting incidents and addressing data handling risks or breaches.
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
IC
Key Skills
- Design Engineering
- Baan
- Customer Service
- Fund Management
- ABAP
- Elevator
About Company
Streamline care, automate workflows, and improve access with a secure patient communication platform built for federal healthcare—powered by Artera Harmony.
