Senior Support Specialist
R
rater8SaaS Healthcare Tech
United States - Remote, PST–EST time zonesFull-TimeSenior
Salary68000 - 75000 USD per year
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Job Details
- Experience
- 2-4 years
- Required Skills
- SQLMicrosoft ExcelZendesk
Requirements
- 2-4 years of proven technical support experience, ideally in a B2C SaaS product environment
- Experience in SaaS healthcare tech (preferred)
- Comfortable running SQL queries for database investigations
- Proficiency in manipulating data using Excel
- Strong ability to quickly pick up new technical concepts, especially software integrations
- Strong knack for troubleshooting complex software applications and systems
- Excellent written and verbal communication and interpersonal skills
- Bachelor's degree in a related field (like Computer Science or Information Technology) or equivalent professional experience
- Commitment to high-quality support and attention to detail
- Ability to work independently to manage and prioritize complex tasks
- Experience using ticketing systems (Zendesk)
- Proactive and genuinely interested in a fast-track career path
- Demonstrated leadership experience (informally leading peers or supporting a small team)
Responsibilities
- Be the Client Champion by addressing technical questions, requests, and issues with speed and professionalism.
- Master the Technical Challenge (Tier 2+) by diving deep into complex, software-related issues, diagnosing, troubleshooting, and providing thoughtful solutions and custom analyses.
- Lead the Launch for new clients, handling front-end implementation work, application configuration, user setup, photo uploads, and identifying review sites.
- Own the Product Knowledge by becoming an expert in rater8’s software, integrations, and capabilities to help clients seamlessly integrate the system.
- Strategic Collaboration with several departments to provide the best experience for customers.
- Shape the Future by collecting crucial feedback and identifying common issues to inform product development.
- Act as a technical leader and peer mentor in resolving complex Tier 2+ software challenges, supporting colleagues, and serving as the "voice of the customer" to enhance usability.
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