Client Services Technical Support Specialist I (Remote)

Availity; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Join a dynamic and innovative healthcare technology company that is reshaping the future of patient care! As a Client Services Technical Support Specialist, you will be the first point of contact for customers, driving loyalty through exceptional support. This role offers a unique opportunity to engage with a wide range of clients while developing your career in a fast-paced environment. With a strong focus on communication and problem-solving, you will help resolve customer inquiries and enhance their experience with our services. Enjoy a culture that values continuous learning, flexibility, and teamwork, while contributing to a mission that impacts millions across the nation.

Benefits

Unlimited PTO

Health, Vision, and Dental Benefits

401k Match Program

Education Reimbursement

Wellness Reimbursement

Paid Parental Leave

Casual Dress Code

Promotional Opportunities

Qualifications

• Strong communicator with excellent customer service skills.
• Prior healthcare or call center experience preferred.

Responsibilities

• Provide exceptional support to customers via phone.
• Troubleshoot and resolve customer issues effectively.

Skills

Customer Service Skills

Active Listening

Problem-Solving

Communication Skills

Typing Proficiency

Education

High School Degree or Equivalent

Bachelor’s Degree in Communication or Technology

Tools

Salesforce

Microsoft Office

Job description

Availity delivers revenue cycle and related business solutions for health care professionals who want to build healthy, thriving organizations. Availity has the powerful tools, actionable insights and expansive network reach that medical businesses need to get an edge in an industry constantly redefined by change.

At Availity, we're not just another Healthcare Technology company; we're pioneers reshaping the future of healthcare! With our headquarters in vibrant Jacksonville, FL, and an exciting office in Bangalore, India, along with an exceptional remote workforce across the United States, we're a global team united by a powerful mission.

We're on a mission to bring the focus back to what truly matters – patient care. As the leading healthcare engagement platform, we're the heartbeat of an industry that impacts millions. With over 2 million providers connected to health plans, and processing over 13 billion transactions annually, our influence is continually expanding.

Join our energetic, dynamic, and forward-thinking team where your ideas are celebrated, innovation is encouraged, and every contribution counts. We're transforming the healthcare landscape, solving communication challenges, and creating connections that empower the nation's premier healthcare ecosystem.

As a Client Services Technical Support Specialist (CSTSS), you will often be the first point of contact for our Call Center and will play a critical role in the success of our customers. Daily, you drive customer loyalty to our company by educating users on the features and benefits of our products and resolving their issues in a timely and effective manner. This is one of the most important brand ambassador roles in Availity. Few other roles in our company touch so many customers in such a direct way. By delighting customers with an exceptional support experience, you not only help retain their business with Availity, but also potentially bring in new customers through their positive referrals.

To be successful in this role you must be a strong communicator, have great active listening and customer service skills, and have no trouble asking probing questions and researching an issue in-depth to solve a problem. Those most successful in this role are motivated self-starters who are comfortable in a dynamic, fast-paced, high call volume environment (yes, you will be on the phones all day), and consistently improve over time through coaching, proactive learning, and development planning.

All CSTSS go through an extensive training program that provides the foundational knowledge necessary to resolve customer issues. The issues you’ll encounter will vary in complexity – from simple administrative tasks to more technical healthcare questions. The ultimate goal is to resolve the customer’s inquiry while providing excellent service.

This position is available as an on-site or remote opportunity.

The pay for our Client Services Technical Support Specialist position is $18 hourly.

Why you want to work on this team:

• YOU WILL HAVE PROMOTIONAL OPPORTUNITY! During your first year, your supervisor will work with you to develop your career path. Prior Client Service Technical Support Specialists have moved into Quality Assurance Analyst, Software Development, Account Management, Product Focused and Business Analyst roles, just to name a few.
• We promoted 40+ Client Service associates in 2024!
• Do you like working on a team? The Client Services team is one of the tightest in the company.
• You will learn about the Healthcare Technology Industry and better position yourself for success in the future!

To be qualified for this position, you:

• Have obtained a High School degree or equivalent.
• Must have excellent communication skills - both written and verbal.
• Have prior healthcare experience (with focus on the payer or administrative side), IT experience (preferably in a Data Analyst capacity), or prior call center experience in a fast-paced environment.
• Must be technically savvy, change ready, and able to adapt in our fast-paced environment.
• Can manage multiple programs/tools while supporting our customers.
• Need to be customer service focused, our customers are very important to us, and we need to show them how much we appreciate them daily.
• Have a typing proficiency of 45+ words per minute.
• Maintain the ability and desire to learn new tools and processes as we are always striving to give the best support to our customers.
• Have working knowledge of Microsoft Office products and basic computer literacy.
• Consistently show commitment to your previous roles, maintaining long-term engagements with each employer; your history of steady employment is a valuable asset, showcasing your reliability, loyalty, and the ability to contribute meaningfully to the success of organizations.

You will set yourself apart:

• Do you have a Bachelor’s Degree? We’d love to talk to you if you have a communication or technology degree.
• If you know EDI and/or ANSI 5010 X12.
• Have prior Salesforce experience? Apply now!
• Are you bi-lingual? We are very interested in “hablando contigo”.

You will be:

• Working between 8AM and 8PM eastern standard time Monday-Friday. You need to be flexible in work shifts.
• Troubleshooting customer issues by putting your problem-solving skills to the test. The calls you will receive range from login help to troubleshooting failed X12 transactions.
• Speaking on the phone…A LOT; you can expect to take anywhere between 25-50 calls a day.
• Documenting the customer interaction using our CRM, Salesforce, for every single call you take daily.
• Submitting tickets on behalf of the caller, password resets, unlocking accounts, navigating the Availity portal, troubleshooting X12 transactions, and explaining the services that Availity provides.
• Researching issues on the Availity portal, tracking research on known issues, and following up with customers to provide resolution.

Availity culture and benefits:

• Availity is a certified “Great Place to Work”! Culture is important to us and there are many ways for you to make your mark here!
• We have several Diversity & Inclusion teams, a Young Professionals Group, a She Can Code IT group for women in tech, and various ways to engage with fellow Availity associates.
• Availity is a culture of continuous learning. We have many resources and experts in our tech stack and in our industry that can help get you there too!
• Don’t feel like wearing business attire? Cool, you can wear jeans – we are a casual place.
• We offer a competitive salary, bonus structure, generous HSA company contribution, healthcare, vision, dental benefits and a 401k match program that you can take advantage of on day one!
• We offer unlimited PTO for salaried associates + 9 paid holidays. Hourly associates start at 19 days of PTO and go up from there with all the same holiday benefits.
• Interested in wellness? We allow our associates to reimburse up to $250/year for gym memberships, participation in racing events, weight management programs, etc.
• Interested in furthering your education? We offer education reimbursement!
• Availity offers Paid Parental Leave for both moms and dads, both birth parents and adoptive parents.
• Want to work for an organization that gives back to the community? You’re at the right place! Availity partners with various organizations, both locally and nationally, to raise awareness, funds and morale as our staff members volunteer their time and funds to engage the organizations campaign.

Next steps:

After you apply, you will receive text/email messages thanking you for applying and then you will continue to receive more text/email messages alerting you as to where you are in the recruitment process.

Interview process:

• Recruiter Resume Review
• Recruiter Video Interview
• ETC Assessment
• Supervisor Video Interview
• Professional Reference Checks

Availity is an equal opportunity employer and makes decisions in employment matters without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, genetic information, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances.

Availity is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.