Customer Support Specialist III

Ensora Health

20h

About The Position

The Customer Support Specialist III plays a critical role in delivering exceptional customer experiences by resolving complex support cases and serving as a subject matter expert on our EHR platform. This role blends advanced troubleshooting, mentorship, and modern AI-enabled workflows to drive faster resolution, smarter insights, and continuous improvement. This is an ideal opportunity for candidates who are AI-forward—curious, adaptive, and excited to leverage emerging technologies to elevate both customer outcomes and team performance.

Requirements

High school diploma or equivalent experience
3+ years of customer service or support experience, preferably in a technical or SaaS environment
Proven ability to independently resolve complex or escalated issues
Demonstrated curiosity and openness to adopting AI tools and emerging technologies in day-to-day work
Experience using knowledge bases, automation tools, or AI-assisted support platforms (e.g., chatbots, copilots, or workflow automation tools)
Strong mentoring and collaboration skills, with the ability to uplift others through knowledge sharing
Advanced problem-solving skills and sound judgment in decision-making
Excellent written and verbal communication skills, especially in high-pressure situations
Deep understanding of EHR platforms, including workflows, configurations, and troubleshooting

Responsibilities

Independently manage and resolve complex or escalated customer cases using advanced troubleshooting techniques
Apply deep EHR platform expertise to diagnose technical and workflow-related issues
Leverage AI-powered tools and automation to accelerate case resolution, improve accuracy, and enhance decision-making
Identify opportunities to incorporate AI and workflow automation into daily support operations
Partner with cross-functional teams to drive timely and effective issue resolution
Mentor junior specialists, including coaching on effective use of tools, systems, and emerging AI capabilities
Contribute to and maintain knowledge base content, incorporating AI-assisted documentation and content optimization
Analyze recurring issues and trends using data and AI insights, recommending improvements to processes and customer experience
Manage customer escalations with professionalism, empathy, and clear communication
Track and report on case trends, leveraging dashboards and AI-driven insights to inform continuous improvement