Support Specialist

CRIO • Full-time • Remote • 2d ago

Responsibilities:

Identify and troubleshoot common client incidents.
Research issues using CRIO resources and test solutions in sandbox environments.
Document incidents, workarounds, and resolutions for future reference.
Escalate complex technical issues as needed.
Work with Customer Experience (CX) teams to highlight critical client concerns.
Coordinate with the Product Team to escalate support tickets requiring Engineering intervention.
Develop expertise in CRIO systems, completing all required modules and certifications.
Reference standard operating procedures (SOPs) to guide client interactions.
Provide client support via LiveChat, email, and direct communication.
Engage in internal communications via Slack, email, meetings, and JIRA boards.
Continuously refine customer engagement and troubleshooting communication skills.

Experience/Training:

2-5 years of experience in Technical Support, Customer Support/Success
Demonstrated career progression, including leadership impact
Enterprise (B2B) Client Support experience with a SaaS product; ideally in IT/Healthcare IT landscape

Required Skills:

A strategic thinker with strong analytical and research skills who can use data and resources to find solutions
Strong organizational and time management skills.
Flexible schedule
Experience working with offshore support resources preferred
Highly self motivated
Has worked with remote teams and effective communication in a digital/remote landscape
Excellent written and verbal communication abilities.
Ability to multitask and work efficiently in a team-oriented environment.

Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Family Leave (Maternity, Paternity)
Short Term & Long Term Disability
Training & Development
Work From Home
Wellness Resources

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