EverHealth - Technical Support Specialist (Remote, US)

About the role

We are seeking a customer-focused Technical Support Specialist to support our EverHealth suite of healthcare applications. Our mission is to build technology that enables medical practices of all sizes to deliver more informed, personalized, interactive, and efficient patient care. Our platform is used by thousands of healthcare providers and millions of patients across the country.

Responsibilities

• Provide exceptional support to customers via phone, chat, email, and customer portal.
• Diagnose, troubleshoot, and resolve application, workflow, and configuration issues.
• Serve as a trusted advisor by helping customers maximize the functionality of our solutions.
• Escalate complex issues to the appropriate internal teams while providing complete documentation.
• Collaborate cross-functionally with Product, Engineering, Billing, and other internal departments to resolve customer issues.
• Document all customer interactions and troubleshooting steps accurately and thoroughly.
• Represent the voice of the customer by providing feedback that helps improve our products and services.
• Identify opportunities to improve support processes and customer experience.
• Utilize internal knowledge bases and support tools to research and resolve issues.
• Demonstrate empathy, professionalism, and strong communication during every customer interaction.
• Contribute to the development and maintenance of internal knowledge base articles.
• Maintain and exceed departmental performance metrics, including customer satisfaction, quality, productivity, and SLA goals.
• Continuously expand product knowledge and stay current on new features and enhancements.

Requirements

• 1+ years of experience in a customer-facing, customer support, or technical support role.
• Excellent troubleshooting and analytical skills.
• Strong verbal and written communication skills.
• Ability to explain technical concepts to non-technical users.
• Strong organizational and time management skills.
• Ability to prioritize work in a fast-paced environment.
• Exceptional customer service skills with a strong sense of empathy.
• Ability to learn new technologies quickly.
• Comfortable working independently in a remote environment while collaborating with a global team.

Preferred

• 1+ years of technical support experience.
• Experience supporting SaaS applications.
• Experience working in a healthcare environment, including EHR, Practice Management, Billing, or Revenue Cycle Management solutions.
• Familiarity with healthcare workflows such as scheduling, eligibility, claims, payments, and patient records.

Where

The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States - if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely.

Benefits and Perks

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
• Continued investment in your professional development
• Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend.
• 401k with up to a 4% match and immediate vesting
• Flexible and generous (FTO) time-off
• Employee Stock Purchase Program

Compensation

The target base compensation for this position is $20 - $21 USD per hour in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.