Benefit Support Analyst III, Configuration Experience Required
CareSource
Technical Support Specialist
Heard
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $65,000 - $75,000 per year
Job Level
Mid-LevelSenior
Tech Stack
CloudGraphQLSOAP
About the role
- Handle direct customer inquiries through various support channels while responding to complex technical issues escalated from bookkeeping, accounting, and tax support teams.
- Conduct live phone and video support sessions for customers requiring urgent help.
- Analyze, prioritize, and escalate bugs and feature requests to Product & Engineering teams with clear, actionable documentation.
- Collaborate directly with Engineering, Product teams, and integration partners to resolve customer-impacting issues.
- Act as the quality assurance authority for technical escalations and serve as the go-to resource for Customer Support and Enablement teams.
- Develop and maintain comprehensive internal and customer-facing technical documentation in partnership with Knowledge Management.
- Work hands-on with technical teams to troubleshoot and resolve complex customer issues and product bugs
Requirements
- Outstanding written and verbal communication skills with the ability to explain technical concepts clearly.
- Proven experience ensuring quality in escalated customer requests and bug reporting
- Demonstrated experience in technical support, ideally within a fast-paced early-stage B2B SaaS environment.
- Ability to think critically, master complex products quickly, and develop creative solutions to customer challenges.
- Experience documenting detailed replication steps for complex issues and collaborating with Engineering & Product teams toward resolution.
- Understanding of best practices for troubleshooting frontend/backend issues and API integrations (REST, SOAP, GraphQL, etc.).
- Hands-on experience supporting third-party integrations such as Plaid, Stripe, or similar platforms.
- Familiarity with modern support platforms like Zendesk, Salesforce Service Cloud, or Help Scout
Benefits
- A collaborative, fast-moving culture that values clarity, trust, and autonomy.
- Competitive compensation, equity, and benefits.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportbug reportingtroubleshootingAPI integrationsRESTSOAPGraphQLdocumentationquality assurancecustomer inquiries
Soft skills
written communicationverbal communicationcritical thinkingproblem-solvingcollaborationcreativityprioritizationescalation managementcustomer serviceattention to detail
