Software Customer Support Specialist

Central Reach • Fort Lauderdale, FL

59d • Hybrid

About The Position

CentralReach is a leading provider of autism and IDD care software for Applied Behavior Analysis (ABA), multidisciplinary therapy, and special education. Trusted by more than 200,000 users, we enable therapy providers, educators, and employers to scale the way they deliver ABA and related therapies with innovative technology, market-leading industry expertise, and world-class customer satisfaction. As a key member of the Support team, you will be proactive and show initiative, have exceptional communication skills, have a strong background in customer service, and the ability to identify/pinpoint the origins of both technical, as well as user issues. This is a hybrid position based in our Ft. Lauderdale, FL or Holmdel, NJ office. Team members are expected to work onsite on Tuesdays, Wednesdays, and Thursdays, with the option to work remotely on Mondays and Fridays.

Requirements

• College degree and/or technical support and technical troubleshooting experience.
• 1+ years previous experience in customer service, IT, or other related fields.
• Knowledge of healthcare compliance and HIPAA.

Nice To Haves

• EMR/EHR experience is highly preferred.
• Familiarity with the field of ABA is a plus.
• RBT or BCBA certification is not required, but also a plus.

Responsibilities

• Consult with customers to handle inquiries, troubleshoot user training and technical issues with CR products.
• Address customer issues and questions promptly and with a positive attitude.
• Conduct technical product research for customers and respond via phone, email and our internal client support system.
• Provide accurate information about the products and services.
• Accurately document and update customer records based on interactions.
• Develop and maintain a knowledge base of the evolving products and services.
• Meet targets set for response time, resolution time, and customer satisfaction.

Benefits

• competitive compensation
• comprehensive health benefits
• generous PTO
• 401(k) matching
• paid parental leave
• hybrid work schedules
• career development support
• wellness programs
• opportunities to give back through CR Cares, our community engagement initiative

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Publishing Industries
• Number of Employees: 251-500 employees