Technical Customer Support Specialist remote US only

ArborMetrix; Pittsburgh (Allegheny County); Remote; USD 60,000 - 75,000; Full time

Job summary

ArborMetrix is seeking a proactive Customer Support Specialist to enhance client satisfaction in healthcare. This role involves managing the support queue, resolving customer issues, and maintaining strong relationships with clients, all while thriving in a dynamic environment. The ideal candidate will possess strong communication skills and technical acumen, contributing to impactful solutions in the healthcare sector.

Qualifications

• Strong organizational skills and multitasking ability in a fast-paced environment.
• Demonstrated ability to work independently and in teams.
• Positive attitude and professionalism under pressure.

Responsibilities

• Manage customer service queue and ensure SLAs are met.
• Resolve customer inquiries and issues in a timely manner.
• Act as a subject matter expert on company products.

Skills

Interpersonal skills

Customer service commitment

Problem-solving

Attention to detail

Communication skills

Education

Bachelor’s degree (Business, Communication, IT, CS)

2-5 years of relevant work experience

Tools

Salesforce

HTML

PostgreSQL

Java

Job description

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:
Qualifications

• Bachelor’s degree (Business, Communication/Marketing, IT, CS, other technical degrees preferred) or 2-5 years of relevant prior work experience required
• 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 language (Java preferred)
• HTML
• Database navigation language (PostgreSQL preferred)
• 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 residents 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 race, color, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability, genetic information, age, membership in an employee organization, or other non-merit factors.

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