Customer Support Specialist II

Ensora Health • Indianapolis, IN

20h

About The Position

Ensora Health is the leading provider of software and services for mental and behavioral health therapists, trusted by over 200,000 individual providers and more than 28,000 practices. Our unmatched expertise, partnership, and breadth of products allow us to fine-tune solutions that meet the specific needs of everyone from solo practitioners to larger practices. With AI-enabled solutions that span practice management to electronic medical records and e-prescribing to billing, we help eliminate administrative complexity and create harmony between therapists, their clients, and the whole healthcare community. The Customer Support Specialist II manages routine cases independently, delivering consistent, high-quality service and accurate solutions. This role leverages a strong understanding of EHR platform workflows and configurations, along with modern tools—including AI-supported technologies—to efficiently resolve customer issues and enhance the overall support experience. Those who thrive in this role are curious, adaptable, and motivated to use emerging technologies to continuously improve how work gets done.

Requirements

• High school diploma or equivalent experience.
• 1+ years of customer service or support experience.
• Familiarity with CRM systems and case management processes.
• Proven ability to resolve standard issues independently and reliably.
• Strong written and verbal communication skills with a customer-first mindset.
• Comfort working with technology and a demonstrated interest in leveraging AI tools or automation to improve efficiency and outcomes.
• Ability to learn new systems quickly and adapt to evolving tools and processes.

Nice To Haves

• Experience with Salesforce is preferred, but not required.

Responsibilities

• Manage routine customer cases from intake to resolution with a focus on quality, efficiency, and customer satisfaction.
• Provide clear, timely updates to customers on case progress and next steps.
• Maintain accurate and up-to-date case documentation within CRM systems.
• Troubleshoot customer issues using knowledge of EHR platform workflows, features, and configurations.
• Leverage AI-powered tools and resources to accelerate issue resolution, identify patterns, and enhance decision-making.
• Escalate complex or unresolved issues to senior team members as needed.
• Document resolutions and contribute to internal knowledge-sharing resources.
• Ensure adherence to service quality standards and established processes.
• Proactively identify opportunities to improve workflows, including recommending innovative or AI-driven enhancements to support operations.

What This Job Offers

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