Technical Customer Support Specialist (remote US only)

ZipRecruiter; Ann Arbor (MI); Remote; USD 60,000 - 75,000; Full time

Job summary

A leading company in healthcare analytics is seeking a Customer Support Specialist to enhance client interactions and support experiences. The role involves managing customer inquiries, resolving issues, and collaborating with various teams to ensure top-notch service. Ideal candidates are detail-oriented and thrive in dynamic environments, equipped with the essential technical skills and a commitment to customer care.

Qualifications

• 2-5 years of relevant work experience required.
• Strong interpersonal skills and commitment to excellent customer service.
• Ability to multitask and stay organized in a fast-paced environment.

Responsibilities

• Manage the customer service queue to ensure SLAs are met.
• Resolve customer inquiries and issues promptly.
• Act as a subject matter expert on company products and services.

Skills

Customer Service

Problem-Solving

Communication

Organization

Education

Bachelor’s degree

Tools

Salesforce

PostgreSQL

HTML

Job description

Job DescriptionJob DescriptionCompany Description

At ArborMetrix, advancing healthcare through data science is our mission, and delivering high impact, intuitive technology and analytics is our passion. Our leading healthcare intelligence solutions are proven to identify actionable insights that drive physician engagement, advance care, and improve patient outcomes, and our platform delivers clinically relevant and timely analytics and reports that have been shown to effectively target ways to improve healthcare quality and efficiency. We deliver clinically rich solutions that lead to results that have a real impact on real people.

Job Description

We’re looking for a proactive and customer-focused Customer Support Specialist to serve as the first point of contact for our clients. In this role, you’ll be responsible for delivering a best-in-class support experience by resolving customer issues, answering questions, and managing requests with care and efficiency.

You’ll play a key role in overseeing the support queue, ensuring timely responses and smooth coordination across teams. The ideal candidate is technically savvy, highly organized, and an excellent communicator who thrives in a fast-paced environment and remains calm under pressure.

Our clients include hospitals, health systems, collaborative quality initiatives, and professional societies across a range of healthcare specialties—making your role both impactful and meaningful in the healthcare space.

Primary Responsibilities

• Manage the customer service queue to ensure service level agreements (SLAs) are consistently met
• Resolve customer inquiries, issues, and requests in a timely and effective manner
• Test new solutions and software updates for quality assurance and usability
• Facilitate smooth handoffs and escalations between the Services and Software Development teams
• Act as a subject matter expert (SME) on company products and services
• Build and maintain strong, lasting customer relationships
• Accurately manage and update customer cases in Salesforce.com
• Review and manage KPI dashboards in Salesforce.com to monitor team performance and identify improvement opportunities
• Work with a proactive mindset and strong sense of urgency

Qualifications

• Bachelor’s degree (Business, Communication/Marketing, IT, CS, other technical degrees ) or 2-5 years of relevant prior work experiencerequired
• Strong interpersonal skills and a commitment to excellent customer service
• Proven ability to multitask and stay organized in a fast-paced environment
• Comfortable working both independently and collaboratively across teams
• Demonstrated problem-solving skills with a proactive, solutions-oriented mindset
• High attention to detail and accuracy
• Excellent written and verbal communication skills
• Positive, adaptable attitude with the ability to maintain professionalism under pressure

Technical Skills

ArborMetrix will provide additional training to the hired candidate; however, the skills listed below will ensure the candidate is successful in this role.

• Programming (Java )
• HTML
• Database navigation (PostgreSQL )
• Salesforce

Additional Information

ArborMetrix has an outstanding entrepreneurial team with a strong mix of clinical analytics, software, and business expertise. We value creativity, innovation, problem solving, collaboration, and fast iteration, which allows us to continuously improve our platform.

This position is open to of the U.S. living in Arizona, Florida, Illinois, Indiana, Iowa, Massachusetts, Maryland, Michigan, North Carolina, Ohio, Pennsylvania, Texas, and Wisconsin.

The salary range for this role is $60,000-$75,000 USD annually.

ArborMetrix is an equal opportunity employer and does not discriminate in its selection and employment practices on the basis of , , , , , political affiliation, , , marital status, , genetic information, , membership in an employee organization, or other non-merit factors.

All your information will be kept confidential according to EEO guidelines.