Customer Support Specialist

Customer Support Specialist helps customers use software supporting healthcare and emergency response. Working in application support, the role builds product knowledge, troubleshoots functionality and usage questions, and maintains a positive customer experience across solutions used by EMS, hospitals, community paramedicine, critical care, fire, and preparedness teams.

• Learn the product and service portfolio in depth and answer incoming customer calls, emails, and chat questions.
• Resolve problems promptly; track unresolved issues through escalation and resolution within agreed service-level commitments.
• Own communication and follow-up with customers and internal teams, keeping CRM, ticketing, and other systems updated according to standard procedures.
• Collaborate with Support and cross-functional colleagues to escalate, investigate, and resolve client issues.
• Interact professionally and productively with customers to improve their service experience.
• Help reproduce and test unfamiliar software and hardware problems reported by customers.
• Develop an understanding of the business processes supported by the products.
• Complete assigned special projects and additional tasks.
• Travel to orientation, industry or company events, and other required onsite meetings.

• Hold a degree or bring an equivalent combination of education and relevant work experience.
• Have demonstrated customer service experience supporting software or technology products;
  Public Safety or Healthcare experience is preferred.
• Communicate clearly and build effective working relationships.
• Apply strong troubleshooting, analytical, and creative problem-solving skills.
• Manage time effectively, adapt to changing priorities, and handle multiple demands in a fast-paced environment.
• Work independently and proactively within a collaborative team.
• Learn new systems readily and use MS Office Suite or comparable tools.
• Protect proprietary and confidential information with discretion.
• Bring enthusiasm for learning, integrity, honesty, a strong work ethic, and a team-oriented approach.
• Be able to travel up to 10% annually.

This full-time role can be performed 100% virtually from anywhere in the United States under the Remote Work Policy. Annual base salary is USD $50,000–$60,000, plus bonus, benefits, perks, and community gains. Placement within the range reflects job-related skills, education, training, and other relevant qualifications. The Final date to receive applications is at least three days after the posting date.

• Core healthcare coverage, employer-sponsored group insurance, and additional voluntary plans.
• Flexible PTO, sick days, holidays, parental leave, and volunteering time.
• Roth or traditional 401(k) with an employer match.
• Remote, hybrid, and onsite options, plus flexible and alternate scheduling arrangements.
• Internal advancement, tuition reimbursement, professional development, and Linked In Learning access.
• A long-term Community Gains Incentive Program.
• A referral bonus program and Employee Assistance Program.

Employment decisions are made without discrimination or harassment based on legally protected characteristics. Reasonable accommodations are available for qualified applicants with disabilities, including assistance when disability or incompatible assistive technology prevents application submission. E-Verify is used to validate employee Form I-9 documentation.