InductiveHealth Informatics

Client Support Specialist

InductiveHealth Informatics

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Triage, investigate, and resolve assigned support requests in a timely and effective manner, escalating issues when appropriate
  • Guide clients remotely through issues, questions, and application functionality, including basic user guidance and support
  • Listen attentively to clients’ questions and concerns, assess the issue, and provide clear and practical solutions
  • Provide professional, client-centered support in all communications and coordinate escalation of unresolved issues to the appropriate internal teams
  • Partner with DevOps Engineers and other cross-functional teams to investigate, escalate, and resolve technical issues
  • Provide clients with timely and accurate status updates on open requests, ensuring clear communication throughout the issue lifecycle
  • Create and maintain client support knowledge articles, support documentation, and standard operating procedures (SOPs)
  • Own assigned requests through resolution, including follow-up, documentation, and coordination across internal teams
  • Identify recurring issues, support trends, and process improvement opportunities and communicate them to internal stakeholders
  • Translate technical issues and system behavior into clear, client-friendly language for users with varying levels of technical experience
  • Represent InductiveHealth with professionalism and integrity while helping to advance our company mission

Requirements

  • 2+ years of experience in customer service, problem analysis, and troubleshooting user or system issues
  • 1+ years of hands-on experience troubleshooting software issues, preferably in a SaaS or enterprise application environment
  • Technical acumen demonstrated through formal training, certification, coursework, or relevant hands-on experience
  • Exemplary client service skills, including strong listening, empathy, professionalism, and sound judgment in client-facing situations
  • Strong analytical, troubleshooting, and problem-solving skills, with the ability to assess issues, identify root causes, and communicate clear next steps
  • Ability to communicate effectively with individuals across varying technical aptitudes, professional backgrounds, and organizations
  • Experience supporting enterprise or SaaS software applications, with the ability to quickly learn new systems and workflows
  • Highly organized, adaptable, and detail-oriented, with the ability to manage multiple priorities in a fast-paced environment
  • Strong written communication and documentation skills, with a commitment to quality service and teamwork
Benefits
  • Virtual first, remote organization and culture
  • Flexible Paid Time Off (PTO)
  • 401(k) retirement plan with corporate matching
  • Medical, prescription, vision, and dental coverage (multiple plans based on your needs)
  • Short Term and Long Term Disability (for employee)
  • Life Insurance (for employee)
  • New Team Member support for home office setup
Applicant Tracking System Keywords

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

Hard Skills & Tools
troubleshootingproblem analysisSaaSenterprise applicationstechnical acumenprocess improvementsupport documentationknowledge articlesclient supportissue resolution
Soft Skills
client servicelisteningempathyprofessionalismjudgmentanalytical skillsproblem-solvingcommunicationorganizationadaptability