Senior Customer Support Specialist — Healthcare Solutions

Gainwell Technologies; Montgomery (AL); On-site; USD 27,000 - 39,000; Full time

Benefits offered by this job

Health benefits

401(k) employer match

Generous vacation policy

Educational assistance

Job summary

Gainwell Technologies seeks a Senior Assistant Customer Support to provide knowledgeable responses to basic client questions, escalate complex issues, and maintain high-quality service for health and human services clients. You’ll document interactions, update account histories, and ensure inquiries are resolved within SLAs.

The role emphasizes teamwork, clear communication, and a proactive approach to problem solving.

Qualifications

• 2+ years of customer service experience in any industry.
• Knowledge of basic help desk software, computer software and Microsoft Office applications.
• Strong problem-solving skills to bring inquiries to effective resolution.
• Strong customer service skills with an emphasis on written and oral communication to respond to inquiries professionally.
• Ability to understand your role on a team and identify the correct stakeholders to consult to resolve client inquiries.

Responsibilities

• Provide knowledgeable responses to basic client questions; elevate more complex cases to appropriate staff as needed
• Put your skills to work to solve client problems, update account history and follow up with clients to confirm their inquiry or request is resolved
• Adhere to the client’s SLAs and consistently meet production targets
• Collaborate with team members, management and clients to resolve client inquiries; cross-train new resources in customer service processes
• Process client inquiries more efficiently and effectively by reviewing and recommending changes to procedures and workflow

Skills

Customer service

Problem solving

Team collaboration

Communication skills

Tools

Microsoft Office

Help desk software

Job description

Gainwell Technologies seeks a Senior Assistant Customer Support to provide knowledgeable responses to basic client questions, escalate complex issues, and maintain high-quality service for health and human services clients. You’ll document interactions, update account histories, and ensure inquiries are resolved within SLAs.

The role emphasizes teamwork, clear communication, and a proactive approach to problem solving.