Customer Support Specialist

Valant Medical Solutions, Inc.; Northern (KY); On-site; USD 63,039,000 - 68,770,000; Full time

Benefits offered by this job

Employer-paid medical/dental/vision

401(k) match

Paid time off

Bonus plans

Remote work

Job summary

Valant Medical Solutions, Inc. is seeking a Customer Support Specialist to be the first line of contact for customers using our behavioral health EHR software.

This 100% remote role focuses on resolving technical issues, with most work done via phone and email, using strong analytical skills and process discipline. You will troubleshoot, triage, and document issues, collaborating with engineering to resolve root causes and publish knowledge articles.

Qualifications

• 1+ years of experience in a technical and/or customer support role focused on investigating and troubleshooting technical issues and tools.
• Experience triaging customer issues, escalating to product/development teams, and driving to resolution.
• Strong attention to detail and ability to work in a fast-paced, remote environment.
• B2B SaaS experience and excellent organizational skills are required.
• Proactive, self-motivated, with ownership and accountability.

Responsibilities

• Be the first line of contact for customers via phone and email, solving issues with accuracy and efficiency.
• Troubleshoot product and integration issues, perform root-cause analysis, and escalate to engineering when needed.
• Document learnings, reproduce bugs, and contribute to knowledge base articles with developers.
• Adhere to SLAs, manage tickets, and provide clear, detailed escalation information.
• Collaborate with third-party providers and internal teams to resolve requests.

Skills

Troubleshooting

Customer support

B2B SaaS

Attention to detail

Communication skills

Time management

Job description

Customer Support Specialist

Now more than ever, our world needs mental health professionals. Day in and day out, they’re doing their best to provide exceptional care to an increasing number of patients. But, they’re working with generic or simplistic tools that limit their potential and growth. We want to change all that – by giving behavioral health organizations everything they need to thrive.

Valant is an established market-leading, software-as-a-service organization serving the unique needs of the behavioral healthcare industry. Our purpose is to make our world a mentally healthier place and we’re seeking enthusiastic, passionate individuals to join us as we transform the industry! If that sounds like you, we’d like to hear from you.

This is the job for you if you like being the first line of support for customers, are comfortable with a busy phone environment, and enjoy using your analytical skills to investigate, resolve and/or upscale support issues. We’re looking for technically competent problem solvers who demand excellence themselves, are passionate about great customer service, and are great at following processes and procedures to drive efficiency and customer satisfaction.

What You’ll Do

As a Customer Support Specialist, you are a key point of contact for our customers, and an escalation point for the rest of the customer support team. You will be providing product and service information on our behavioral health EHR software and resolving any issues our customers experience with accuracy, efficiency, and enthusiasm.

• Accurately and proficiently assist customers with account-related, and technical support questions primarily through phone and email. Approximately 90% of the workday will be spent answering customer calls, with 10% focused on email questions.
• Troubleshoot technical issues pertaining to our product and integrations, including root cause analysis, deep investigative work tied to software issues, and escalation to our engineering team when necessary.
• Address any inquiries, reproduce reported bugs, identify quick fixes, and document all learnings related to your investigating, diagnosing, troubleshooting, and triaging of issues.
• Work with Development partners to create knowledge base docs and articles.
• Provide detailed and researched information when escalating issues to developers, including logs, context, and preliminary diagnostics.
• Analyze, document and resolve tickets based on service levels, ensuring adherence to SLAs, and elevate issues as required.
• Actively engage with customers in a B2B environment, maintaining excellent written and verbal communication skills.
• Collaborate with third-party software providers and business partners.

What You’ll Need

Required

• 1+ years’ experience in a technical and/or customer support role focused on investigating and troubleshooting technical issues and tools.
• Have experience in troubleshooting and triaging customer issues, escalating to product and development teams any product issues or gaps, and owning through to resolution.
• Demonstrated ability to identify customer needs, handle customer problems with professionalism, engage with other teams where necessary, and to drive resolution on customer problems and questions.
• Have a strong attention to detail
• Have experience in B2B SaaS environment
• Have excellent organizational skills, including a good sense of priority management and the ability to easily adapt to change.
• Initiative, and ability to think outside of the box in resolving issues.
• Self-motivation, accountability, and ownership.
• Excellent attendance
• Available Monday – Friday with some flexibility for hours between 6:00am-5:00pm Pacific Time
• A reliable internet connection and a quiet space to work – this job is currently 100% remote (laptop and other equipment will be provided).

Preferred

• Medical Billing or Clearinghouse experience is a plus!
• Behavioral health or clinical management experience is a plus!

What We Offer

• Competitive compensation package, including 100% employer-paid medical, dental, vision premiums and HSA contributions
• Generous paid time off and paid sick leave policy
• Bonus plans
• 401k Match
• The chance to drive an important industry forward through next-generation technology
• Ability to work remotely with a strong internet connection
• Hourly Rate for this position is $22-24 per hour.

US Citizens and Green Card holders are encouraged to apply. We are unable to sponsor visas at this time.

At Valant, we believe diverse perspectives make us stronger and help us better serve the behavioral health community. We are committed to building diverse teams and hiring employees regardless of their race, color, ancestry, religion, sex, gender identity, national origin, sexual orientation, age, citizenship, marital status, pregnancy, medical conditions, genetic information, disability, or Veteran status. We encourage you to apply even if your experience doesn’t perfectly match every qualification listed. If you’re excited about this role and our mission to make the world a mentally healthier place, we want to hear from you.

This position can be 100% remote, but employees must be located in: Arizona, California, Florida, Georgia, Minnesota, New Jersey, North Carolina, Oregon, Pennsylvania South Carolina, Tennessee, Texas, Utah, or Washington state.