Client Support Specialist

InductiveHealth Informatics

. Triage, investigate, and resolve assigned support requests in a timely and effective manner, escalating issues when appropriate .

Posted 4/17/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

✓ Tailor your resume

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