Salesforce Administrator - Marketing Cloud
Datasite
Cloud
Customer Support Specialist
Elation Health
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $50,000 per year
Job Level
JuniorMid-Level
Tech Stack
Cloud
About the role
- Provide responsive Tier 1 technical and functional support via phone, email, and screenshare for clinicians and practice teams using Elation’s products.
- Utilize AI-enhanced support platforms to quickly diagnose, resolve, and escalate complex technical issues—delivering faster, more accurate outcomes for clinicians and practice teams.
- Own advanced, workflow-impacting cases—independently analyze, resolve, and escalate technical issues that directly affect clinical care and practice productivity.
- Manage your caseload against defined SLAs (Throughput, First Response, Resolution, Next Action Day, CSAT, Internal Quality).
- Build lasting partnerships with clinicians by advocating for their needs.
- Identify root causes and trends across support tickets, thoroughly documenting workflows and utilizing self-service tools.
- Leverage AI-powered analytics to recommend improvements to workflows, product experience, and self-service documentation.
- Collaborate cross-functionally with Product, Engineering, Revenue Cycle, and Customer Success to shape products and processes.
- Participate in weekly urgent shift rotations and provide immediate, critical support during 2-3 weekend/holiday on-call rotations annually.
- Stay current with EHR and SaaS support tools—including AI-assisted platforms.
Requirements
- Bachelor’s degree or equivalent experience.
- Strong troubleshooting, multitasking, and critical thinking skills.
- Confident communicator—able to translate technical concepts into actionable, user-friendly advice.
- Self-driven and organized; prioritize issues that impact patient care and advocate for clinician success.
- Empathetic, adaptable, and results-oriented; able to work in a fast-paced environment.
- Preferred: 2+ years in a customer-facing role: technical support, SaaS, or healthcare technology.
- Preferred: Exposure to Revenue Cycle Management, EHR workflows, and SaaS platforms (Salesforce, Jira, Intercom, Slack, AI-enabled support tools).
- Preferred: Proven ability to apply emerging AI technologies to streamline troubleshooting, documentation, or support workflows.
- Preferred: Proven success in supporting clinicians, championing product/process improvements, and driving measurable outcomes remotely.
- Preferred: Background in medical billing, clinical administration, or practice management.
