Empathy-Driven Tech Support for Senior Care Software

Aline, Inc.; Northern (KY); Hybrid; USD 55,000 - 85,000; Full time

Job summary

Aline, Inc. is seeking a Product Support Specialist to ensure software users receive timely support and practical solutions, reinforcing an empathy-based customer experience across the platform.

This role focuses on resolving complex issues within a specific product vertical, maintaining tickets through resolution, and collaborating with internal teams to improve deployment, training, and ongoing user satisfaction, including weekend and after-hours coverage.

Qualifications

• Associates or bachelor’s degree, or proven experience in customer support/service or technical support/software analysis.
• 1–2 years of experience in a related role.
• Proficiency in troubleshooting complex software issues.
• Familiarity with relational databases and SQL fundamentals.
• Tenacity in problem solving and critical thinking.
• Adaptability, willingness to learn, and self-motivation.
• Proficiency in MS Office products (Outlook, PowerPoint, Word, Excel).
• Empathy, calming presence, and ability to read customers.
• Conflict resolution: ability to de-escalate and find diplomatic solutions.

Responsibilities

• Classifies, documents, and resolves customer support inquiries.
• Provides support and coordination for internal and external users.
• Uses empathetic communication standards to engage with customers.
• Maintains responsibility for customer support tickets until resolved.
• Configures and troubleshoots software solutions according to customer specs and timelines.
• Provides recommendations to prevent recurring issues and assist internal teams.
• Escalates support issues to development teams as needed.
• Enters and updates support activities, tickets, and knowledgebase articles.
• Participates in onboarding projects by formatting data, creating reports, and completing configurations.
• Provides phone and email support on weekends and after hours as needed.
• Acquires a high level of understanding in one or more ALINE product verticals.
• Meets or exceeds performance metrics such as ticket resolution time and customer satisfaction.
• Maintains a positive and professional demeanor in all customer interactions.

Skills

Troubleshooting software issues

SQL fundamentals

MS Office

Empathy

Conflict resolution

Adaptability

Self-motivation

Education

Associates or bachelor’s degree or proven experience in customer support/technical support

Job description

Aline, Inc. is seeking a Product Support Specialist to ensure software users receive timely support and practical solutions, reinforcing an empathy-based customer experience across the platform.

This role focuses on resolving complex issues within a specific product vertical, maintaining tickets through resolution, and collaborating with internal teams to improve deployment, training, and ongoing user satisfaction, including weekend and after-hours coverage.