Customer Support Specialist II

Ensora Health

About The Position

The Customer Support Specialist II serves as a key escalation point within the Customer Support team, leveraging deep product expertise to resolve complex customer issues and deliver an exceptional support experience. This role works across technical troubleshooting, workflow guidance, and cross‑functional collaboration to ensure customer issues are resolved thoroughly and efficiently. The ideal candidate is customer‑focused, analytical, and comfortable working in a modern, technology‑enabled support environment—using intelligent tools, automation, and data‑driven insights to diagnose issues, improve workflows, and continuously strengthen the support ecosystem at Ensora Health.

Requirements

Excellent written, verbal, and listening communication skills, with the ability to explain technical concepts clearly.
Strong customer relationship skills with the ability to build trust, rapport, and confidence.
Ability to manage multiple priorities in a fast‑paced, remote‑friendly environment.
Demonstrated ability to work cross‑functionally with teams such as Engineering, Product, Customer Success, and Services.
Strong reasoning and analytical skills, including the ability to define problems, analyze data, and draw sound conclusions.
Proven experience resolving complex production issues through methodical troubleshooting.
3–5 years of customer service experience.
2–5 years of technical support experience.
2–5 years of software or SaaS support experience.
Comfort using modern support platforms, automation, and AI‑assisted tools to diagnose issues and improve efficiency.

Nice To Haves

1–3 years of remote work experience (preferred).
Medical billing or healthcare software experience (preferred).

Responsibilities

Provide Advanced Technical Support: Deliver technical assistance across multiple channels, including email, chat, phone, ticket queues, and offshore escalations, resolving non‑generic and complex customer issues.
Troubleshoot with Precision: Research, diagnose, and resolve advanced technical, application, data, and account‑related issues by asking clarifying questions, identifying root causes, and implementing effective solutions.
Leverage Modern Support Tools: Use ticketing systems, monitoring tools, automation, and AI‑assisted diagnostics to accelerate issue resolution, identify patterns, and improve support efficiency.
Serve as an Escalation Point: Act as a trusted escalation resource for Support Specialists and offshore teams, applying deep product and systems knowledge to complex cases.
Guide Customers on Best Practices: Walk customers through problem‑solving steps and consult on workflow best practices to help them maximize value from Ensora Health products.
Maintain Product Expertise: Develop and maintain an in‑depth understanding of Ensora Health products, industry workflows, and system integrations.
Collaborate Cross‑Functionally: Partner closely with Customer Success, Services, Education, Engineering, and Product teams to resolve issues, share insights, and advocate for customer needs.
Support Product Quality: Participate in testing and validation of new product features and releases, providing feedback informed by real-world customer use cases.
Document and Share Knowledge: Log detailed issue information, contribute to Knowledge Base content, create technical bulletins, and develop process aids that scale support knowledge.
Improve Processes: Identify trends, recurring issues, and opportunities to improve internal processes and customer-facing workflows through better documentation, tooling, or automation.
Mentor and Enable Teams: Mentor offshore support teams, provide product training, and review escalated cases to deepen shared product knowledge.
Meet Service Standards: Ensure inquiries are resolved within established SLAs while meeting productivity and customer satisfaction goals.
Support Agile CX Work: Contribute to agile initiatives across the broader Customer Experience organization and support ongoing operational improvements.
Additional Duties: Perform other related duties as assigned, including occasional travel for training or annual meetings.