Client Support Specialist (Virtual/Remote)

InductiveHealth • Atlanta, GA

3d • Remote

About The Position

InductiveHealth is looking to add a motivated Client Support Specialist to our team. At InductiveHealth, Client Support Specialists triage, investigate, and resolve Tier 1 and Tier 2 requests submitted by end users and internal team members.
In this role, you will support software-as-a-service (SaaS) solutions designed for public health agencies, including disease surveillance, syndromic surveillance, and immunization information systems.
This role requires technical acumen, sound troubleshooting skills, and the ability to communicate effectively with clients across a range of technical backgrounds.

Requirements

• 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

Nice To Haves

• 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

Responsibilities

• 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

Benefits

• Virtual first, remote organization and culture
• Flexible Paid Time Off (PTO)
• 401(k) retirement plan with corporate matching
• Medical, prescription, vision, and dental coverage (multiple plans based on your needs)
• Short Term and Long Term Disability (for employee)
• Life Insurance (for employee)
• New Team Member support for home office setup

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed