Customer Support Specialist II

Job Description

REQUIREMENTS

• High school diploma or equivalent experience.
• 1+ years of customer service or support experience.
• Familiarity with CRM systems and case management processes.
• Proven ability to resolve standard issues independently and reliably.
• Strong written and verbal communication skills with a customer-first mindset.
• Comfort working with technology and a demonstrated interest in leveraging AI tools or automation to improve efficiency and outcomes.
• Ability to learn new systems quickly and adapt to evolving tools and processes.
• Experience with Salesforce is preferred, but not required.

RESPONSIBILITIES

• Manage routine customer cases from intake to resolution with a focus on quality, efficiency, and customer satisfaction.
• Provide clear, timely updates to customers on case progress and next steps.
• Maintain accurate and up-to-date case documentation within CRM systems.
• Troubleshoot customer issues using knowledge of EHR platform workflows, features, and configurations.
• Leverage AI-powered tools and resources to accelerate issue resolution, identify patterns, and enhance decision-making.
• Escalate complex or unresolved issues to senior team members as needed.
• Document resolutions and contribute to internal knowledge-sharing resources.
• Ensure adherence to service quality standards and established processes.
• Proactively identify opportunities to improve workflows, including recommending innovative or AI-driven enhancements to support operations.

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