Customer Support Specialist

Description

Key Responsibilities

• Develop and maintain extensive working knowledge of the HCFSPlatform customer workflows, and applicable support procedures.
• Respond to customer support questions and application issues received through phone and email.
• Investigate, document, and resolve customer issues; escalate matters to the appropriate internal teams when additional technical or product expertise is required.
• Maintain thorough, accurate, and up-to-date documentation of all customer interactions, including communications, troubleshooting efforts, resolutions, and required follow-up actions
• Monitor assigned customer support cases and ensure timely updates, follow-up activities, and resolution within established service expectations.
• Identify recurring customer questions or product issues and recommend improvements to support processes, internal documentation, FAQs, and reference materials.
• Maintain and update software help content, release documentation, reference guides, and internal support resources as needed. This responsibility does not include delivering client training.
• Review assigned news articles each business day, evaluate the information for relevance to established business criteria, and accurately enter required data into the designated software system.
• Complete vendor reporting updates related to customer support cases, ensuring required case information, status updates, and resolutions are accurately maintained and submitted within established deadlines.
• Collaborate with Client Engagement, Implementation, IT, and other internal teams to support customer needs and issue resolution.
• Understand and comply with all company Privacy and Security standards.
• Use or disclose protected health information only as permitted or required by law and company policy.
• Handle confidential and sensitive information with ongoing discretion and secure information-management practices.
• Perform other duties as required.

Skills, Knowledge and Expertise

• Proven customer service experience, including resolving customer issues in a professional and timely manner.
• Analytical troubleshooting skills and a structured approach to problem solving.
• Ability to absorb complex technical information and communicate it clearly to users without a technical background.
• Excellent verbal and written communication skills, with strong attention to tone, accuracy, and follow-through.
• Experience working within service-level agreements (SLAs), deadlines, and competing priorities.
• Ability to work effectively under pressure and exercise sound judgment when prioritizing customer needs.
• Strong attention to detail and data-entry accuracy, including the ability to review source articles and consistently capture required information in a software system.
• Advanced knowledge of web-based applications and Microsoft Office products, including Word, Excel, and Outlook.
• Ability to maintain discretion when working with protected health information and other confidential or sensitive information.
• Strong working knowledge of web-based applications; experience in healthcare IT, clinical informatics, or healthcare Fraud, Waste and Abuse (FWA) is preferred.

• This position focuses on customer support, issue resolution, accurate documentation, customer communication, and data-entry responsibilities.
• The employee is not responsible for conducting client software training, designing client training programs, analyzing training surveys, supervising employees, assigning work to other staff members, or managing employee performance.

Benefits

• Medical, Dental & Vision insurance
• 401(k) retirement savings with employer match
• Vacation and sick paid time off
• 7 paid holidays & 2 floating holidays
• Paid maternity/paternity leave
• Disability & Life insurance
• Flexible Spending Account (FSA)
• Employee Assistance Program (EAP)
• Free on-site fitness center (for local employees)
• Professional and career development initiatives
• Remote work eligible

• Must have high speed Internet (satellite is not allowed for this role) with a minimum speed of 25mbs download and 5mbs upload.