Customer Support Specialist
About the role
The HST Pathways Customer Support Specialist serves as the customer's point of contact for all service and support related questions for all HST Pathways application offerings. The support specialist role requires the ability to troubleshoot and resolve application and customer workflow problems with exceptional customer service skills, as well as going above and beyond client expectations.
Responsibilities
- Problem-solver with exceptional customer service skills, going above and beyond client expectations
- Deliver an exceptional client experience by identifying and documenting client needs and issues
- Answer incoming customer inquiries, effectively applying problem solving techniques, educating clients and following issues through to their successful resolution
- Provide consistent, timely, professional and high-quality client support, every day, all the time, no matter what
- Establish procedures to ensure client satisfaction and quality service delivery
- Communicate and collaborate across teams and departments to help solve issues
- Replicate and document issues for further escalation
- Participate in quality assurance and application testing of software as required
Qualifications
- Bachelor’s degree recommended
- Proficient in MS Office and related products
- Must be technically savvy with an ability to easily learn new software
- eChart or Practice Management experience preferred
- Healthcare or clinical experience preferred
- Exceptional communication skills for both internal and external communication
- Able to manage many ongoing activities and tasks in a fast-paced environment
- Remote work experience a plus
Team Culture + Values
One Team: We win together, support each other, and share credit.
Inclusion: We respect differences and welcome every voice.
Transparency: We’re open, honest, and clear about our goals.
Agility: We move fast, test ideas, and learn as we go.
Empathy: We listen, care, and anticipate others’ needs.
Growth Mindset: We stay curious, keep learning, and aim to improve every day.
Proactivity: We act thoughtfully, own outcomes, and bring our best selves to work.
Perks & Benefits
- Remote work environment
- Health benefits paid for employees
- Flexible Paid Time Off Policy
- 11 company holidays per year
- Paid parental leave
- 401K with matching contributions
- Learning and development allowance