Customer Support Specialist

About the role

We are an award-winning, cloud-based software provider serving healthcare organizations worldwide—from small community hospitals to large health systems—with credentialing, privileging, and performance management solutions. Founded in Temecula, California in 1982 and still under the same ownership, we continue to grow thanks to our user-friendly SaaS platform and dedicated team. We’re looking for energetic, result-oriented professionals who are passionate about cloud computing, SaaS, data analytics, compliance, data exchange, and customer support to join our long-term team.

Responsibilities

• Provide timely, accurate, and professional customer support via phone and email, advocating for clients and ensuring a positive experience.
• Multitask efficiently by documenting tickets concisely during active calls and managing a ticket queue with proper prioritization.
• Quickly comprehend client inquiries, assess urgency, and respond appropriately across multiple ASM products and modules.
• Maintain deep product knowledge and escalate technical issues to internal teams with clear documentation.
• Adapt to new processes and workflow changes while demonstrating strong team engagement and reliable attendance.
• Participate in an on-call rotation during non-business hours (e.g., overnight, weekends, holidays) as needed.

Skills

• Excellent written and verbal communication with a positive, professional phone presence.
• Strong multitasking and task-switching ability to manage ticket queues and documentation.
• Quick learner with strong comprehension and troubleshooting skills.
• Proficiency with standard operating systems, Microsoft Suite (Word, Excel), Adobe PDF, and ticketing software.
• Ability to self-assess workload and communicate priorities effectively.

Desirable Experience and Education

• 2+ years in a customer service or call center environment.
• Knowledge of relational databases.
• Medical Staff Services experience (not required).
• CPCS and/or CPMSM certification (not required).

Benefits

• Competitive PTO structure (granted immediately after probationary period).
• 100% medical, dental, and vision coverage for employees with multiple plan options.
• Potential partial coverage for dependents based on plan selection.
• Supplemental benefits: hospital confinement, accident insurance, disability, cancer insurance, etc.
• FSA and DCFSA options.
• 401k with company match.
• Weekly company lunches and seasonal events (summer and holiday parties).
• Hybrid work option (up to 2 remote days per week) after probationary period and performance review.
• Growth opportunities with frequent internal promotions and cross-department mobility.