Technical Support Specialist

The Technical Support Specialist’s main responsibility is to troubleshoot complex customer cases. Technical Support Specialists are responsible for troubleshooting issues with the Elation and Passport applications via email, phone, and screenshare. Technical Support Specialists collaborate with other members of the team, as well as other customer facing teams and external vendors. Technical Support Specialists are experts on the Elation and Passport applications, attentive to detail, can manage multiple tasks at a time and have strong collaboration skills. Technical Support Specialists are self-starters and owners, leveraging both their knowledge of technical tools, our customers and our product to strive for the best possible outcome on every issue they are responsible for; they are attentive to detail, analytical, and empathetic in their approach to our work. 

Responsibilities

[65%] Field customer issues which involve common application/technical troubleshooting including log analysis, routine escalations and vendor communication.

• [15%] Collect pertinent information from customers and escalate cases when needed
• [10%] Mentor and assist with training for Senior Customer Support Specialists
• [10%] Assessing and addressing knowledge gaps by identifying and providing feedback as well as through building or suggesting articles or other SOPs.
• Participate in weekly urgent shift rotation
• Participate in 2 to 3 weekend/holiday on-call rotations per year

Personal Qualifications

• Manages time effectively and works independently, self-starter
• Detail oriented and able to manage multiple tasks at once
• Collaborates effectively with both customers and internal teams
• Empathetic in their approach to work, and passionate about the user experience we support
• Demonstrates strong written and verbal communication skills, professionalism
• Effectively ascertains when work requires escalation to leads or manager 

Bachelor’s degree or equivalent experience

• 1-2 years of experience in a customer service, customer-facing or healthcare environment 
• 1 year of experience in a technical support role is recommended
• Familiarity with Salesforce, Jira & Looker platforms is recommended

Salary: $60,000 - 70,000 USD

Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.

We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.

Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.

As a healthcare technology company whose mission is to support IPCPs and frontline healthcare workers, and as a tight-knit company where we have the utmost concern and care for our team members, Elation Health has adopted a Mandatory COVID-19 Vaccination Policy. 

This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Prevention and local health authorities.

We will not require any candidates to be vaccinated in order to interview for our open positions, but all new hires at Elation will be required to share a copy of their vaccination certification or present documentation to request an exemption. 

In compliance with the EEOC, any team member in need of an exemption from this policy due to a medical reason, or because of a sincerely held religious belief must provide People Ops ([email protected]) with appropriate documentation. For a medical exemption, we require a doctor’s note, and for a religious exemption, we require a note from the team member outlining the request.