Client Support Specialist (VirtualRemote)
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Job Location:
Atlanta, GA - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Mission People Culture: With a corporate Mission to stop disease through technology InductiveHealth is the market leader in software-as-a-service (SaaS) solutions to public health agencies. Our People come from all backgrounds and walks of life ranging from world class experts in epidemiology informatics and disease surveillance to engineers and product teams building high performance modern solutions. Mission People are unified around a virtual first Culture centered around teamwork relentless focus on client outcomes and individual accountability.
Why work at InductiveHealth
1.Motivation: We value initiative-takers and self-starters who want to contribute to the success of our Team and client outcomes.
2.Curiosity: Seeking to understand and comprehend is critical - we expect and encourage questions to master job duties and grow professionally.
3.Organization: We are a Team. This means we hold each other accountable and have high expectations for performance and outcomes.
4.Feedback: Open and honest is part of our corporate values that builds a culture of professional growth to support client success.
5. Impact: Your individual contributions will stop the spread of disease and improve individual community and population health outcomes.
InductiveHealth is looking to add a motivated Client Support Specialist to our team. At InductiveHealth Client Support Specialists triage investigate and resolve Tier 1 and Tier 2 requests submitted by end users and internal team members.
In this role you will support software-as-a-service (SaaS) solutions designed for public health agencies including disease surveillance syndromic surveillance and immunization information systems.
This role requires technical acumen sound troubleshooting skills and the ability to communicate effectively with clients across a range of technical backgrounds.
What youll be doing:
- Triage investigate and resolve assigned support requests in a timely and effective manner escalating issues when appropriate
- Guide clients remotely through issues questions and application functionality including basic user guidance and support
- Listen attentively to clients questions and concerns assess the issue and provide clear and practical solutions
- Provide professional client-centered support in all communications and coordinate escalation of unresolved issues to the appropriate internal teams
- Partner with DevOps Engineers and other cross-functional teams to investigate escalate and resolve technical issues
- Provide clients with timely and accurate status updates on open requests ensuring clear communication throughout the issue lifecycle
- Create and maintain client support knowledge articles support documentation and standard operating procedures (SOPs)
- Own assigned requests through resolution including follow-up documentation and coordination across internal teams
- Identify recurring issues support trends and process improvement opportunities and communicate them to internal stakeholders
- Translate technical issues and system behavior into clear client-friendly language for users with varying levels of technical experience
- Represent InductiveHealth with professionalism and integrity while helping to advance our company mission
What we are looking for:
- 2 years of experience in customer service problem analysis and troubleshooting user or system issues
- 1 years of hands-on experience troubleshooting software issues preferably in a SaaS or enterprise application environment
- Technical acumen demonstrated through formal training certification coursework or relevant hands-on experience
- Exemplary client service skills including strong listening empathy professionalism and sound judgment in client-facing situations
- Strong analytical troubleshooting and problem-solving skills with the ability to assess issues identify root causes and communicate clear next steps
- Ability to communicate effectively with individuals across varying technical aptitudes professional backgrounds and organizations
- Experience supporting enterprise or SaaS software applications with the ability to quickly learn new systems and workflows
- Highly organized adaptable and detail-oriented with the ability to manage multiple priorities in a fast-paced environment
- Strong written communication and documentation skills with a commitment to quality service and teamwork
What will make you stand out:
- Experience working in a SaaS technology or client support environment
- Exposure to public health agencies laboratories Federal programs or other mission-driven environments
- Familiarity with Jira Smartsheet Confluence and/or similar support and knowledge management tools
- Exposure to syndromic surveillance workflows and/or experience supporting ESSENCE users including troubleshooting user issues answering functionality questions and helping clients navigate data access and reporting needs
Additional notes:
Benefits and Perks: InductiveHealth offers competitive benefits and perks including:
Virtual first remote organization and culture
Flexible Paid Time Off (PTO)
401(k) retirement plan with corporate matching
Medical prescription vision and dental coverage (multiple plans based on your needs)
Short Term and Long Term Disability (for employee)
Life Insurance (for employee)
New Team Member support for home office setup
All responses to applications will come from emailprotected or from the domain @.
InductiveHealth is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to their race color religion sex sexual orientation gender identity or expression age national origin or disability.
Required Experience:
IC
