Senior Customer Support Specialist

Responsibilities

• Deliver high-quality, consultative support for Brightree applications and related services in a professional, efficient, and customer-focused manner
• Diagnose and resolve a wide range of customer issues—including system configuration, product functionality, and defects—via phone and electronic communication channels
• Investigate and troubleshoot complex issues that may not have standard documented solutions, using critical thinking and creativity
• Create and maintain detailed documentation, including knowledge base articles, issue logs, and resolution steps to support internal teams and customers
• Identify trends or systemic issues that may impact multiple customers and proactively communicate insights, risks, and recommended solutions
• Accurately track and manage all support interactions, ensuring timely follow-up and thorough documentation
• Partner cross-functionally with Product, Engineering, and other internal teams to escalate and resolve issues effectively
• Stay current on Brightree product updates, enhancements, and industry trends to provide informed guidance to customers
• Act as a subject matter expert and mentor to team members, sharing knowledge and promoting best practices
• Contribute to continuous process improvements that enhance the overall customer support experience

Qualifications & Experience

• 3+ years of experience in SaaS customer support, application support, or help desk environments supporting external customers
• Strong technical aptitude with the ability to troubleshoot complex issues using a logical, structured approach
• Experience with SQL
• Experience with Brightree software
• Proven ability to manage and resolve challenging customer situations with professionalism and urgency
• Excellent communication, interpersonal, and customer service skills
• Strong attention to detail with the ability to document issues clearly and accurately
• Ability to thrive in a fast-paced, collaborative, and customer-centric environment
• Self-starter with a strong sense of ownership, accountability, and continuous improvement
• Proficiency in Microsoft Office (Outlook, Word, Excel)
• Bachelor’s degree in Business, Technology, Computer Science, or related field (or equivalent practical experience)
• Experience supporting SaaS platforms or business management software
• Familiarity with healthcare, post-acute care, or related industries
• Experience contributing to or maintaining knowledge base systems
• Experience working in a remote or distributed team environment

Benefits

• Comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance
• Sleep care management
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Commuter benefits
• 401(k)
• Employee Stock Purchase Plan (ESPP)
• Employee Assistance Program (EAP)
• Tuition assistance