Ensora Health

Customer Support

• Provide technical assistance and support for incoming queries across multiple channels.
• Troubleshoot and resolve non‑generic, complex issues requiring deep product and systems knowledge.
• Research, diagnose, and respond to end‑user issues received through email, chat, phone, ticket queues, and offshore escalations.
• Ask clarifying questions to identify root causes and implement effective solutions.
• Maintain extensive understanding of Ensora Health products and industry workflows.
• Walk customers through problem‑solving steps and consult on workflow best practices.
• Partner closely with Support Specialists, Customer Success, Services, Education, Engineering, and Product teams.
• Participate in testing and validation of new product features and releases.
• Log issue details for documentation and follow up to ensure complete resolution.
• Meet productivity and customer satisfaction goals.
• Identify opportunities to improve internal processes and customer‑facing workflows.
• Advocate for customer needs and represent their voice internally.
• Support Knowledge Base growth through content creation, technical bulletins, and process aids.
• Mentor offshore support teams and provide product training when needed.
• Review escalated cases weekly to deepen product knowledge.
• Ensure inquiries are resolved within established SLAs.
• Troubleshoot data, account administration, hardware/software, and application issues.
• Maintain and deploy systems using automated methods.

Customer Support Specialist II