Administrative and Customer Support Specialist

HealtheConnections•Syracuse, NY

8d•$48,000 - $62,500•Hybrid

About The Position

HealtheConnections is seeking an experienced, customer-focused professional to provide advanced support and operational leadership. This role involves troubleshooting, workflow oversight, training support, and special project execution across HealtheConnections’ technology services. You will use your experience and critical thinking skills to understand customer needs, provide guidance on systems and services, manage important processes, and serve as a trusted resource. This team supports one of the largest and most multi-faceted health information exchanges in the country and serves as a key resource for both customers and internal teams. Responsibilities are varied, focusing on ensuring a high-quality customer experience while supporting onboarding, compliance, customer service operations, and continuous improvement initiatives.

Requirements

5+ years of customer service, customer support, client services, or related experience.
Experience with CRM, ticketing, or customer support platforms.
Excellent written and verbal communication skills.
Strong analytical and problem-solving abilities.
Strong technical aptitude and ability to quickly learn new applications and systems.
Ability to work under pressure, meet deadlines, and ensure accuracy.
Proven ability to follow established procedures.
Experience working independently and collaboratively within a team environment.

Nice To Haves

Experience in healthcare, health information exchange, health IT, medical administration, or a technical support environment is a strong plus.
Associate's or higher degree in Business, Communications, Healthcare Administration, Information Technology, or equivalent experience strongly preferred
Methodical, detail-oriented tasks
Being flexible and adaptable to shifting priorities
Following procedures carefully
Helping someone get to the root of a problem

Responsibilities

Serve as a primary point of contact for customer inquiries, service requests, and support issues, delivering an exceptional customer experience through phone, email, and tickets
Be a subject matter expert for Customer Services processes and how HealtheConnections’ services work.
Troubleshoot and resolve complex customer issues while ensuring timely follow-up and resolution.
Support the categorization, triage, escalation, and management of customer support tickets using our CRM and other business systems
Maintain accurate customer records, user accounts, and system documentation.
Support customer onboarding, credentialing, compliance, and customer experience initiatives.