Ensora Health

Customer Support Specialist II

Ensora Health

full-time

Posted on:

Location Type: Remote

Location: Idaho • Kansas • United States

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About the role

  • 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.

Requirements

  • 3–5 years of customer service experience
  • 2–5 years of technical support experience
  • 2–5 years of experience in software support/SaaS
  • 1–3 years of remote work experience (preferred)
  • Medical billing experience (preferred)
Benefits
  • Health insurance
  • Flexible work arrangements
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supporttroubleshootingproblem-solvingsoftware supportSaaSdata troubleshootingaccount administrationhardware/software supportapplication supportautomated methods
Soft Skills
customer servicecommunicationmentoringcollaborationadvocacyprocess improvementproduct knowledgecustomer satisfactionclarifying questionsworkflow best practices