Client Support Specialist (Virtual/Remote)

Mission + People + Culture:  With a corporate Mission to stop disease through technology, InductiveHealth is the market leader in software-as-a-service (SaaS) solutions to public health agencies.  Our People come from all backgrounds and walks of life ranging from world class experts in epidemiology, informatics, and disease surveillance to engineers and product teams building high performance, modern solutions.  Mission + People are unified around a virtual first Culture centered around teamwork, relentless focus on client outcomes, and individual accountability. Why work at InductiveHealth? 1. Motivation: We value initiative-takers and self-starters who want to contribute to the success of our Team and client outcomes. 2. Curiosity: Seeking to understand and comprehend is critical - we expect and encourage questions to master job duties and grow professionally. 3. Organization: We are a Team. This means we hold each other accountable and have high expectations for performance and outcomes. 4. Feedback: "Open and honest" is part of our corporate values that builds a culture of professional growth to support client success. 5. Impact: Your individual contributions will stop the spread of disease and improve individual, community, and population health outcomes. InductiveHealth is looking to add a motivated Help Desk Analyst to our team. At InductiveHealth, Help Desk Analysts resolve Tier 1 and Tier 2 requests submitted by end users and internal team members. In this role, you will work across software-as-a-service (SaaS) solutions designed to support the needs of public health agencies.    This role requires a technical acumen paired with the ability to work well with clients.   Ideally looking for someone to work 11:30am-9pm EST to cover clients West Coast and beyond. What you'll be doing:

Triage, investigate, and resolve assigned support requests in a timely and effective manner, escalating issues when appropriate

Guide clients remotely through issues, questions, and application functionality, including basic user guidance and support

Listen attentively to clients’ questions and concerns, assess the issue, and provide clear and practical solutions

Provide professional, client-centered support in all communications and coordinate escalation of unresolved issues to the appropriate internal teams

Partner with DevOps Engineers and other cross-functional teams to investigate, escalate, and resolve technical issues

Provide clients with timely and accurate status updates on open requests, ensuring clear communication throughout the issue lifecycle

Create and maintain client support knowledge articles, support documentation, and standard operating procedures (SOPs)

Own assigned requests through resolution, including follow-up, documentation, and coordination across internal teams

Identify recurring issues, support trends, and process improvement opportunities and communicate them to internal stakeholders

Translate technical issues and system behavior into clear, client-friendly language for users with varying levels of technical experience

Represent InductiveHealth with professionalism and integrity while helping to advance our company mission

What we are looking for:

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

Exemplary client service skills, including strong listening, empathy, professionalism, and sound judgment in client-facing situations

Strong analytical, troubleshooting, and problem-solving skills, with the ability to assess issues, identify root causes, and communicate clear next steps

Ability to communicate effectively with individuals across varying technical aptitudes, professional backgrounds, and organizations

Experience supporting enterprise or SaaS software applications, with the ability to quickly learn new systems and workflows

Highly organized, adaptable, and detail-oriented, with the ability to manage multiple priorities in a fast-paced environment

Strong written communication and documentation skills, with a commitment to quality service and teamwork

What will make you stand out:

Experience working in a SaaS, technology, or client support environment

Exposure to public health agencies, laboratories, Federal programs, or other mission-driven environments

Familiarity with Jira, Smartsheet, Confluence, and/or similar support and knowledge management tools

Exposure to syndromic surveillance workflows and/or experience supporting ESSENCE users, including troubleshooting user issues, answering functionality questions, and helping clients navigate data, access, and reporting needs