Associate Support Specialist

Purpose

As an Associate Support Specialist, you will provide professional healthcare software support, resulting in high client satisfaction. This includes assessing, documenting, and resolving fundamental client technical issues within an inbound contact center. This role informs internal and external stakeholders of the process, status, and resolution of the technical problems with frequent written and verbal communication.

Clinisys AI Philosophy

Building an AI-first organization is central to Clinisys's purpose and the impact we deliver. As a global provider of intelligent diagnostic informatics solutions, we build AI-enabled, cloud-based platforms to enhance diagnostic workflows across healthcare, life sciences, and public health. By applying intelligent technology thoughtfully and responsibly, we help laboratories and testing environments operate more effectively, generate meaningful insights at scale, and ultimately support healthier and safer communities. Operating across more than 30 countries, Clinisys expects all colleagues-regardless of role or function-to work confidently with AI-enabled tools, apply digital and analytical thinking, and continuously adapt as technologies evolve. We must drive an AI-first sense of purpose and urgency.

Essential Functions

• Receives and responds to incoming client requests via telephone and web portal.
• Learns case management systems with focus on established case management best practices.
• Identifies, assesses criticality, and prioritizes resolution of all new and existing issues.
• Researches, manages, and documents issues and document resolutions while effectively communicating status and partnering with the client.
• Actively partners with clients and internal resources in issue resolution.
• Utilizes proven resolutions to address customer based on guidance from experienced staff'
• Maintains high Client Satisfaction Scores.
• Stays current with product and industry updates and changes.
• Proactively learns and expands knowledge of Clinisys applications, environments, and systems.
• References knowledgebase articles in issue resolution.
• Leverages approved AI-assisted resources to support troubleshooting, knowledge discovery, documentation, and customer communications while ensuring accuracy and appropriate professional judgment.
• On-call/holiday rotation(s) required.
• All other duties and responsibilities as assigned.

Skills

• Excellent analytical and problem-solving skills
• Excellent interpersonal and professional communication skills
• Strong time management and organizational skills
• Ability to understand and articulate technical concepts in non-technical language
• Ability to deal with complex and challenging client issues
• Demonstrated ability to resolve complex customer issues

Required Experience & Education

• High School diploma or GED
• 0-2 years' experience with a technical aptitude in one of these areas:
• Healthcare technology
• Healthcare
• Laboratory sciences
• Technology
• Client support

Preferred Experience & Education

• College coursework or certification in a related field
• Prior experience providing support to customers in highly technical environments
• Technical certifications and/or training: Examples:
• SQL
• Reading, interpreting, and troubleshooting HL7 messages
• Networking
• Database Administration
• Java
• Microsoft Technologies
• Productivity tools such as word processing and spreadsheet applications
• Experience supporting enterprise operating systems
• Proficient typing skills

Supervisory Responsibilities

• None

Physical Requirements

• Work is performed in a typical office setting with minimal exposure to health or safety hazards-prolonged periods of sitting at a desk and working on a computer.
• Minimal travel less than 10%, may be required to client sites that can pose risks associated with healthcare organizations.
• Moderate lifting/carrying 15-44 lbs.; use of fingers; walking/standing 2-6 hours
• May be required to follow customer location health and safety requirements.

Benefits

The starting pay range for a candidate selected for this position is generally between $19.90 and $24.75 per hour. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience so that the actual starting pay may be above or below this range.

Clinisys Commitment to Equal Opportunity

Clinisys is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.

General Guidance

This job description is meant to accurately depict tasks and accountabilities that are most often associated with this role. While we strive to provide an accurate depiction, nothing in this description restricts the company from changing, reassigning, expanding or reducing the scope of accountabilities and is subject to change at any time.