Support Specialist

Responsibilities:

• Identify and troubleshoot common client incidents.
• Research issues using CRIO resources and test solutions in sandbox environments.
• Document incidents, workarounds, and resolutions for future reference.
• Escalate complex technical issues as needed.
• Work with Customer Experience (CX) teams to highlight critical client concerns.
• Coordinate with the Product Team to escalate support tickets requiring Engineering intervention.
• Develop expertise in CRIO systems, completing all required modules and certifications.
• Reference standard operating procedures (SOPs) to guide client interactions.
• Provide client support via LiveChat, email, and direct communication.
• Engage in internal communications via Slack, email, meetings, and JIRA boards.
• Continuously refine customer engagement and troubleshooting communication skills.

Experience/Training:

• 2-5 years of experience in Technical Support, Customer Support/Success
• Demonstrated career progression, including leadership impact
• Enterprise (B2B) Client Support experience with a SaaS product; ideally in IT/Healthcare IT landscape

Required Skills:

• A strategic thinker with strong analytical and research skills who can use data and resources to find solutions
• Strong organizational and time management skills.
• Flexible schedule
• Experience working with offshore support resources preferred
• Highly self motivated
• Has worked with remote teams and effective communication in a digital/remote landscape
• Excellent written and verbal communication abilities.
• Ability to multitask and work efficiently in a team-oriented environment.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Wellness Resources