[Hiring] Customer Support Specialist @Cantata Health Solutions, LLC

Role Description

This is a remote position. The Customer Support Specialist is the friendly, patient, and detail-oriented first point of contact for all incoming application support requests. In this role, you’ll provide prompt, courteous assistance to end-users, ensuring every interaction is handled with professionalism and care. You’ll follow established procedures to gather information, document issues, and resolve or escalate requests as needed—all while maintaining a steady, reliable approach.

• Respond to and provide friendly, patient, and professional customer service for all incoming calls, emails, and online requests for basic application support or technical assistance in a timely and courteous manner.
• Gather essential information needed by the Support Services Specialist to accurately triage and troubleshoot customer inquiries.
• Document, assign, and track service requests accurately using support tools and systems.
• Develop a working knowledge and growing proficiency in the application, leveraging its features to accurately diagnose and resolve customer issues.
• Always maintain a high level of customer service and professionalism.
• Participate in team meetings and training sessions as required.
• Other duties as assigned by supervisor.

• Provide step-by-step guidance using provided documentation or scripts to help end-users resolve common issues.
• Follow established procedures and scripts to troubleshoot application and/or technical issues for hardware, software, or network issues.

Qualifications

• High school diploma or equivalent.
• 3 years’ work experience in a customer service-oriented role.
• Strong troubleshooting skills.
• Demonstrated ability to follow and participate in technical discussions; technically savvy.
• Strong interpersonal and team building skills.
• Effective organization and time management skills.
• Ability to work independently and within a team environment.

Requirements

• Associate’s degree in computer science, computer programming, computer information systems, or database administration, or closely related field (preferred).
• Certifications in the IT field is highly preferred.
• 5 years professional work experience in application or technical support (preferred).
• Professional work experience in healthcare industry, medical billing, or accounting highly preferred.
• Excellent understanding of the fundamentals of network, server, and desktop administration, installations, upgrades, techniques, tools, and equipment.

Benefits

• Fully Remote Workforce: As a virtual-first organization, we can attract the best talent no matter where we all live. This allows for added flexibility and a schedule that works for you.
• Essential Benefits: We offer medical, dental, and vision insurance; 401(k) with match; legal benefits; short-term and long-term disability coverage; life insurance; and paid time off.
• Employee Recognition: Team members can reward each other with points to celebrate everyday wins and going above and beyond. It’s our way of saying “nice job” in a way that really sticks.
• Financial Incentives: Employees can benefit financially through the company’s success, referring top talent, and performance-based bonuses.
• Salary: $42,000 - $48,000
• Schedule: Monday - Friday, 40 hours per week, occasional weekend hours