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Client Support Specialist (Virtual/Remote)

18 minutes ago
United States
Full-time
Junior
Customer Support
Technical Writing and Documentation
Confluence JIRA
Apply Now
Inductive

Inductive

InductiveHealth brings disruptive technologies to public health informatics, offering seamless data solutions for global agencies and managing numerous surveillance systems worldwide.

Health Care Providers & Services
51-250
Founded 2013
View All Jobs 4

Description

  • Triage, investigate, and resolve assigned Tier 1 and Tier 2 support requests in a timely manner.
  • Guide clients remotely through issues, questions, and application functionality, including basic user support.
  • Provide clear, client-centered communication and coordinate escalation of unresolved issues to internal teams.
  • Partner with DevOps Engineers and other cross-functional teams to investigate and resolve technical issues.
  • Provide timely and accurate status updates to clients throughout the issue lifecycle.
  • Create and maintain client support knowledge articles, support documentation, and standard operating procedures.
  • Own assigned requests through resolution, including follow-up, documentation, and cross-team coordination.
  • Identify recurring issues, support trends, and process improvement opportunities and share them with stakeholders.
  • Translate technical issues and system behavior into clear, client-friendly language.
  • Represent the company with professionalism and integrity while supporting its mission.

Requirements

  • 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.
  • Strong client service skills, including listening, empathy, professionalism, and sound judgment.
  • Strong analytical, troubleshooting, and problem-solving skills with the ability to identify root causes and next steps.
  • Ability to communicate effectively with people across varying technical skill levels and professional backgrounds.
  • Experience supporting enterprise or SaaS software applications and learning new systems quickly.
  • Highly organized, adaptable, and detail-oriented with the ability to manage multiple priorities in a fast-paced environment.
  • Strong written communication and documentation skills.
  • Preferred: experience in a SaaS, technology, or client support environment.
  • Preferred: exposure to public health agencies, laboratories, Federal programs, or other mission-driven environments.
  • Preferred: familiarity with Jira, Smartsheet, Confluence, or similar support and knowledge management tools.
  • Preferred: exposure to syndromic surveillance workflows or supporting ESSENCE users.

Benefits

  • Virtual-first, remote organization and culture.
  • Flexible Paid Time Off (PTO).
  • 401(k) retirement plan with corporate matching.
  • Medical, prescription, vision, and dental coverage with multiple plan options.
  • Short-term and long-term disability coverage for employees.
  • Life insurance for employees.
  • New team member support for home office setup.

Interested in this position?

Apply directly on the company website

Apply Now

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