Remote
Job Type
Full-time
Description
About Us
Procurement Partners builds easy-to-use software that helps healthcare organizations automate purchasing, inventory management, invoicing, and payments. We support thousands of facilities by reducing costs and the time spent procuring items, allowing staff to focus more on patient care.
Procurement Partners includes both OnCare and Hybrent product lines and is one of the fastest-growing procure-to-pay software companies in healthcare. If you have a passion for technology, enjoy helping customers, and are looking to grow your career, we’d love to connect.
About the Role?
This position is responsible for supporting Procurement Partners’ platform, owning customer issues from intake through resolution while collaborating with internal teams as needed to resolve more complex problems. The Customer Support Specialist serves as a primary point of contact, assisting customers via email, chat, and phone to troubleshoot issues and ensure a high-quality customer experience.
What You’ll Do
- Provide support via email, phone, and chat
- Troubleshoot moderately complex issues related to, but not limited to:
- Workflow configuration
- User permissions and role structures
- Data inconsistencies
- System behavior within defined platform functionality
- Ordering and purchase order (PO) issues
- Inventory discrepancies and quantity mismatches
- Invoice and billing-related inquiries
- Vendor and punchout integration issues
- Analyze issues to identify root cause within the application and determine appropriate resolution or escalation
- Recreate reported issues in test environments when necessary
- Collaborate with Tier 0 to ensure accurate ticket intake, escalation, and knowledge transfer
- Update and maintain knowledge base articles and support documentation
- Identify recurring issues and recommend improvements to documentation or processes
- Escalate confirmed system defects or integration issues to Tier 2 with clear and thorough documentation
- Assist with configuration adjustments within defined guidelines
- Maintain SLA adherence and customer satisfaction standards
- Participate in testing of minor updates or enhancements as needed
Scope & Complexity:
- Handles moderately complex, multi-step support issues
- Exercises independent judgment in troubleshooting
- Distinguishes between user error, configuration issue, and potential defect
- Operates with moderate autonomy
Requirements
What You'll Bring
- High school diploma required; relevant customer support or technical support experience is strongly preferred. Additional certifications, coursework, is a plus
- Strong problem-solving skills with the ability to troubleshoot issues and think critically
- Excellent verbal and written communication skills, with the ability to clearly explain solutions to customers
- Ability to work independently and collaborate effectively across teams
- Experience working in a SaaS or application-based environment is a plus
- Experience with ticketing systems and support tools is a plus
- Familiarity with systems such as Salesforce, Jira, or similar platforms is nice to have
