Technical Customer Support Representative

Opus; Orlando (FL); Remote; USD 60,000 - 80,000; Full time

Job summary

Opus is hiring a Technical Customer Support Representative to join their remote team. This role focuses on providing tech support to clients in the behavioral health sector, requiring excellent problem-solving and communication skills. Candidates should be comfortable assisting users with limited technical backgrounds and willing to work independently.

Benefits

Work from home

Supportive team culture focused on clarity and compassion

Qualifications

• 1+ year of experience in customer support, preferably in SaaS or healthcare software.
• Ability to simplify complex technical concepts for non-technical users.
• Comfortable working independently in a fully remote environment.

Responsibilities

• Respond to client inquiries via phone, email, and video calls with professionalism.
• Troubleshoot technical issues related to the Opus platform.
• Document support interactions in the help desk system.

Skills

Problem-solving

Communication

Technical understanding

Tools

HubSpot

Google Workspace

Job description

Technical Customer Support Representative

Technical Customer Support Representative

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Head of Customer Support | Making EHR Effortless for Behavioral Health | Opus

Opus is seeking a dedicated and tech-savvy Technical Customer Support Representative to join our remote team. In this role, you'll provide timely, empathetic, and solutions-oriented support to our clients—primarily behavioral health organizations—who rely on our integrated CRM, EHR, and RCM platform. You will act as the first point of contact for users experiencing issues, guiding them through troubleshooting steps, and escalating complex cases to our engineering team as needed.

Key Responsibilities:

• Respond to client inquiries via phone, email, and video calls with professionalism and clarity
• Troubleshoot technical issues related to the Opus platform, including scheduling, charting, billing, and reporting features
• Escalate bugs or enhancement requests to the development team using our internal ticketing system
• Provide clear, easy-to-understand guidance to users, many of whom are clinical or administrative staff with limited technical background
• Collaborate closely with Customer Success and Implementation teams to ensure a seamless user experience
• Document support interactions and resolutions in our help desk system to build a robust knowledge base

Qualifications:

• 1+ year of experience in customer support, preferably in SaaS or healthcare software
• Strong problem-solving and communication skills
• Ability to simplify complex technical concepts for non-technical users
• Comfortable working independently in a fully remote environment
• Experience with EHR/CRM/RCM systems is a plus
• Familiarity with tools like HubSpot, Linear, and Google Workspace is preferred

Why Join Opus:

• At Opus, we’re transforming how behavioral health providers manage their practice. Join a team that values clarity, compassion, and continuous improvement—while working from the comfort of your home.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Contract

• Industries

  IT System Custom Software Development

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