Remote EHR Support Specialist - SQL & Troubleshooting

Exa Capital Inc.; Plano (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

PrecisionCare offers a remote position for a Custom Technical Support Specialist. You will be the first line of help for healthcare providers using our EHR SaaS, troubleshooting issues, answering data questions, and helping users maximize the value of the software.

You’ll query data with SQL, work with the Development team to resolve bugs, and contribute to training materials and internal docs. A strong customer-first mindset is essential.

Qualifications

• 2 years of experience in customer support, technical support, or a related field.
• 1 year of experience supporting Electronic Health Records (EHR) or other healthcare SaaS applications.
• Hands-on experience with SQL and Microsoft Access.
• High school diploma or equivalent.

Responsibilities

• Serve as the first point of contact for PrecisionCare users, providing prompt, professional support across phone, email, and other channels.
• Receive, investigate, and respond to support tickets, documenting each interaction clearly and thoroughly.
• Guide users on best practices and efficient use of PrecisionCare applications, helping them get more value from the software.
• Use screen sharing and other remote support tools to walk customers through issues in real time.
• Diagnose and resolve software issues reported across multiple browsers, devices, and platforms.
• Distinguish between user error, software bugs, and enhancement requests, escalating to the right team when needed.
• Use Microsoft SQL Server Management Studio and Access to investigate and resolve data-related issues.
• Track open tickets through to resolution, partnering with the Development team on bug fixes and product issues.
• Partner with Development and Account Management to improve the overall user experience.
• Identify friction points in the user experience and recommend improvements to processes, documentation, or the product itself.
• Contribute to training materials and internal documentation for users and teammates.
• Gather user feedback and relay it to the Manager of Customer Support to inform ongoing improvements.
• Contribute to reporting on support trends, common issues, and resolution times.
• Perform other duties as assigned.

Skills

Customer communication

SQL basics

Relational databases

Problem solving

Organizational skills

Microsoft Office/365

Team collaboration

Education

High school diploma

College degree

Tools

Microsoft SQL Server Management Studio

Microsoft Access

Power BI

HubSpot CRM

Job description

PrecisionCare offers a remote position for a Custom Technical Support Specialist. You will be the first line of help for healthcare providers using our EHR SaaS, troubleshooting issues, answering data questions, and helping users maximize the value of the software.

You’ll query data with SQL, work with the Development team to resolve bugs, and contribute to training materials and internal docs. A strong customer-first mindset is essential.