Customer Support Specialist

Xferall

3d•Remote

About The Position

Headquartered in Austin, TX, XFERALL is a healthcare IT mobile app service designed to automate and expedite the transfer process for both acute care and behavioral health patients. By uniquely matching a patient’s clinical needs to the capabilities and capacity of healthcare facilities in real-time, XFERALL helps to reduce response times to transfer requests and contributes to better patient outcome goals of providers. The Customer Support Specialist is a full-time, remote member of the Customer Support team at XFERALL. This role serves as the primary point of contact for daytime support requests, helping customers troubleshoot issues, managing incoming tickets, and supporting day-to-day platform operations. This position is designed for someone early in their support career who is eager to learn, grow, and take on increased responsibility over time. The role also provides exposure to customer onboarding and implementation activities. Schedule: Remote, Monday through Friday during Central Time business hours. This role is approximately 90% support operations and 10% implementation support.

Requirements

1 to 3 years of experience in customer support, help desk, or SaaS support role
Strong written and verbal customer communication skills
Organized and comfortable managing multiple tickets simultaneously
Problem-solving mindset with willingness to learn technical workflows
Ability to follow processes while adapting to new situations
Comfortable working remotely in a fast-paced environment

Nice To Haves

Experience with Zendesk or similar ticketing platform
Exposure to SaaS, healthcare technology, or technical support environments
Familiarity with Google Workspace, Salesforce, or reporting tools
Experience supporting customer onboarding or training
Interest in growing into more technical or operational responsibilities

Responsibilities

Serve as primary contact for incoming support tickets and live troubleshooting requests
Monitor and triage Zendesk queue and respond within defined SLAs
Troubleshoot common platform issues including user access, permissions, and intake workflows
Escalate technical issues to Product, Engineering, or senior team members as needed
Coordinate with after-hours support to ensure smooth handoffs
Follow established support workflows and contribute to improving them over time
Maintain internal troubleshooting documentation and support playbooks
Help create and update knowledge base articles for customers
Identify recurring issues and share feedback with the team
Learn platform functionality and workflows to expand troubleshooting capabilities
keeping XFERALL database up to date with accurate intake fax and emails?
Assist Implementation Managers with customer onboarding activities
Support user setup, permissions, and basic configuration
Help prepare training materials and go-live checklists
Provide launch-day support when needed