Customer Support Specialist

Employment Type Full time; Monday-Friday, 8 am-5pm (every other Friday off)

Must be a resident of Idaho or Utah

To apply, send resume using the reply link.

Reports To Director of Support

[[JD_HEADING:Position Summary

The Customer]]

Support Specialist provides first-level customer support for BestNotes software users. This position serves as a primary point of contact for customers who need assistance with basic software questions or issues.

The primary responsibility of this role is to answer incoming customer calls and support requests, troubleshoot common or low-level issues, provide basic guidance regarding BestNotes functionality, and escalate issues that cannot be resolved at the Tier 1 level.

Essential Duties and Responsibilities

• Perform responsibilities in a manner consistent with BestNotes' core values of Transparency, Empathy, and Creativity.
• Answer incoming customer support calls and respond to customer questions through designated support channels.
• Assists customers with core navigation and basic functionality, progressively taking on more complex user inquiries and assisting with more advanced feature workflows as mastery increases.
• Resolves standard software issues using established procedures, progressively taking on higher-complexity troubleshooting and advanced technical support as job mastery increases.
• Identify the nature of customer issues by asking appropriate questions and gathering relevant information.
• Resolve issues that fall within the established scope of Customer Support.
• Escalate technical, complex, or unresolved issues to the appropriate team after completing an initial review, conducting appropriate tests, and collecting the details needed for further investigation.
• Ensures accurate customer support history by verifying account and contact details, accurately documenting customer questions, issues, troubleshooting steps, and resolutions within the support ticketing system.
• Follow established procedures for customer verification, issue resolution, documentation, and escalation.
• Maintain a working knowledge of BestNotes software sufficient to provide first-level customer support.
• Stay informed of product updates and internal procedures that affect Customer Support.
• Protect the integrity, confidentiality, and availability of electronic protected health information (ePHI) held or transmitted by BestNotes on behalf of its customers.
• Perform other duties as assigned.
• Review and respond to work email communications daily.

QualificationsRequired Skills and Abilities

• Strong customer service skills and a professional telephone presence.
• Clear written and verbal communication skills.
• Basic technical aptitude and ability to learn software applications.
• Ability to follow established troubleshooting procedures and documentation.
• Ability to ask appropriate questions to identify and understand customer issues.
• Ability to recognize when an issue requires escalation.
• Strong attention to detail.
• Ability to accurately document customer interactions.
• Ability to manage multiple customer requests and prioritize work appropriately.
• Ability to work independently and as part of a team.
• Typing speed of at least 50 words per minute.
• Basic proficiency with Google Workspace applications.
• Utilize and continue developing AI skills to streamline support work by drafting customer responses, summarizing complex tickets, researching technical solutions, and creating and improving workflows.

Education and Experience

• High school diploma or equivalent required.
• Associate degree in a related field preferred but not required.
• Previous customer service, help desk, call center, or software support experience preferred.
• Equivalent combinations of education and relevant work experience will be considered.

[[JD_HEADING:Position Expectations

The Customer]]

Support Specialist is expected to:

• Provide courteous and professional first-level customer support.
• Respond to incoming customer requests in a timely manner.
• Resolve routine issues within the scope of Customer Support.
• Follow established troubleshooting and escalation procedures.
• Maintain accurate documentation of customer interactions.
• Develop and maintain the level of BestNotes product knowledge necessary to answer common customer questions.
• Escalate issues appropriately rather than attempting to resolve matters outside the scope of the position.
• Follow all company privacy, security, and customer service requirements.

Benefits

Eligible full-time employees receive benefits that include:

• 401(k)
• 401(k) matching
• Dental insurance
• Vision insurance
• Life insurance
• Employee Assistance Program
• Paid time off
• Tuition reimbursement

Additional Information

This job description describes the general nature and level of work performed by employees assigned to this position and is not intended to be an exhaustive list of all responsibilities, duties, or qualifications.

Responsibilities may be modified or reassigned based on business needs, and management retains the right to revise this job description at any time.

Job Type

Full-time

Pay: From $43,650.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Paid time off
• Vision insurance

Work Location: In person