CUSTOMER SERVICE SUPPORT REPRESENTATIVE

Elevate Healthcare Inc • Sarasota, FL, US, FL

15h • Hybrid

About The Position

The Customer Support Technician (Phone Support) plays an important role in Elevate Healthcare's mission to make the world safer, healthier, and more productive by providing responsive, phone-based technical support to customers using Elevate Healthcare products and solutions. This role diagnoses issues by asking clear questions, guides customers through repair and troubleshooting steps without direct visual access to the system, documents each interaction, and escalates complex issues as needed. The ideal candidate is technically curious, patient, and able to explain technical instructions clearly to customers with varying levels of experience.

Requirements

• High school diploma or equivalent required; technical certification or associate degree in a related field preferred.
• Previous experience in phone-based technical support, customer support, help desk, service desk, or technical customer service.
• Strong verbal communication skills and the ability to guide customers through technical steps clearly, patiently, and professionally.
• Working knowledge of computer systems, software applications, hardware components, peripherals, and basic network connectivity.
• Ability to diagnose issues using customer-provided information, targeted questions, and structured troubleshooting procedures.
• Must be local to the Sarasota, FL area and able to reliably commute to the office.
• Expected to work in the Sarasota office 3 days per week, with remote work on approved days based on business needs.
• Comfortable spending extended periods on the phone and using a computer, headset, CRM or ticketing system, and support tools.
• Must be able to handle customer information confidentially and appropriately in a healthcare-related environment.

Nice To Haves

• Experience with CRM, ticketing, remote support, or diagnostic tools preferred.
• Experience supporting healthcare, electronics, simulation, or other specialized technical equipment preferred.
• Certifications such as CompTIA A+, Network+, or equivalent technical credentials are a plus.

Responsibilities

• Provide phone-based technical support to customers, with follow-up through email, chat, or ticketing systems as needed.
• Diagnose and troubleshoot hardware, software, connectivity, configuration, and equipment-related issues through customer descriptions and guided questioning.
• Walk customers step by step through repairs, resets, updates, and routine maintenance without direct visual access to the system.
• Communicate technical instructions clearly and calmly, confirming customer understanding at each step.
• Document customer interactions, reported issues, troubleshooting steps, resolutions, and follow-up actions in the ticketing system.
• Escalate complex or unresolved issues to engineering, product, field service, or management teams with clear documentation.
• Identify recurring support issues and provide feedback to improve products, documentation, and service processes.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED