Customer Support Specialist III

Ensora Health

Customer Support Specialist resolving complex customer support cases using EHR expertise and AI tools at Ensora Health. Focused on delivering exceptional customer experiences and mentoring junior staff.

Posted 6/11/2026full-timeRemote • Idaho, Kansas, South Dakota • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Independently manage and resolve complex or escalated customer cases using advanced troubleshooting techniques
Apply deep EHR platform expertise to diagnose technical and workflow-related issues
Leverage AI-powered tools and automation to accelerate case resolution, improve accuracy, and enhance decision-making
Identify opportunities to incorporate AI and workflow automation into daily support operations
Partner with cross-functional teams to drive timely and effective issue resolution
Mentor junior specialists, including coaching on effective use of tools, systems, and emerging AI capabilities
Contribute to and maintain knowledge base content, incorporating AI-assisted documentation and content optimization
Analyze recurring issues and trends using data and AI insights, recommending improvements to processes and customer experience
Manage customer escalations with professionalism, empathy, and clear communication
Track and report on case trends, leveraging dashboards and AI-driven insights to inform continuous improvement

Requirements

What you’ll need

High school diploma or equivalent experience
3+ years of customer service or support experience, preferably in a technical or SaaS environment
Proven ability to independently resolve complex or escalated issues
Demonstrated curiosity and openness to adopting AI tools and emerging technologies in day-to-day work
Experience using knowledge bases, automation tools, or AI-assisted support platforms (e.g., chatbots, copilots, or workflow automation tools)
Strong mentoring and collaboration skills, with the ability to uplift others through knowledge sharing
Advanced problem-solving skills and sound judgment in decision-making
Excellent written and verbal communication skills, especially in high-pressure situations
Deep understanding of EHR platforms, including workflows, configurations, and troubleshooting

Benefits

Comp & perks

Health insurance
Professional development opportunities
Paid time off
Flexible work arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingEHR platform expertiseAI toolsworkflow automationdata analysisprocess improvementcustomer escalation managementproblem-solvingdecision-making

Soft Skills

mentoringcollaborationcommunicationempathycuriosityopenness to technologyknowledge sharing