Customer Support Specialist - Level II

Eon Health

About The Position

As a Customer Support Specialist - Level II, you will play a pivotal role in ensuring the highest level of customer satisfaction by providing advanced technical support and guidance to our clients. Reporting to the Manager of Customer Support, you will serve as a key point of contact for resolving complex technical issues, escalating where necessary, and collaborating cross-functionally to drive effective solutions. This role requires a deep understanding of our products, strong problem-solving and technical skills, and a passion for delivering exceptional customer service.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
Minimum of 2 years of experience in technical support or customer service, preferably in a SaaS environment.
Proficiency in troubleshooting software applications, with a strong understanding of SQL databases, HL7, APIs, and web technologies.
Excellent communication skills, both written and verbal, with the ability to convey technical information clearly and concisely to non-technical users.
Proven ability to prioritize and manage multiple tasks in a fast-paced environment while maintaining attention to detail.
Strong analytical and problem-solving skills, with a customer-centric approach to issue resolution.

Nice To Haves

Experience working with healthcare technology or familiarity with healthcare industry standards and regulations (e.g., HIPAA) is a plus.

Responsibilities

Provide timely and effective resolution of Level II technical support tickets, maintaining a high level of customer satisfaction.
Serve as a subject matter expert of Eon’s solutions, demonstrating comprehensive knowledge and proficiency.
Collaborate with internal teams, including Product Development, to identify, prioritize, and resolve technical issues.
Document and track customer inquiries, troubleshooting steps, and resolutions in the support ticketing system.
Conduct root cause analysis to identify trends and recurring issues, proposing and implementing proactive solutions to enhance product reliability and performance.
Assist in the creation and maintenance of knowledge base articles, user guides, and other support documentation to empower customers and improve self-service capabilities.
Participate in on-call rotations and provide after-hours support as needed to ensure continuous service availability for our clients.