Provider Support Specialist

Omnichannel Support

• Manage a high-volume queue of incoming emails and calls with speed, precision, and an exceptionally warm written tone.
• Shift focus from baseline document review to resolving technical support cases.

Case Management

• Maintain meticulous records of customer interactions within the ticketing system, ensuring every story is documented and every outcome is clear.

Problem Resolution

• Act as a calm, patient advocate for users, turning complex technical hurdles regarding the Verify product into seamless solutions.

Subject Matter Expertise & Value Promotion

• Become an expert educator for clients by deep-diving into the ecosystem.
• Stay versed in growing product capabilities to promote additional value to agencies.
• Serve as the "eyes and ears" of the company, providing actionable feedback on software bugs, user pain points, and AI screening behavior to Product and Engineering teams to improve UX/UI.

Data Integrity & Compliance Support

• Proactively manage and update the CRM database to ensure a single source of truth for the entire organization.
• Maintain a strong working knowledge of compliance frameworks to support the baseline screening process.
• Step in to process credentials when needed.

Qualifications & Tech Stack

• Education: Bachelor's degree preferred, or equivalent professional experience.
• Experience: 2+ years in a customer-facing role (SaaS or Healthcare tech experience is a major plus).
• Mindset: Technically-minded with a natural instinct for product troubleshooting, combined with a strong attention to detail and a knack for writing with warmth and empathy.
• Software Fluency:
  • CRM: Experience with Freshdesk, Salesforce, or ClientSuccess.
  • Ecosystem: Mastery of macOS, Google Workspace (Gmail/Drive), and Microsoft Excel.
  • VOIP: Familiarity with modern call tools like GoTo, DialPad, or similar cloud-based systems.