Strategic Healthcare Programs (SHP)

Customer Support Analyst

Strategic Healthcare Programs (SHP)

full-time

Posted on:

Location Type: Hybrid

Location: United States

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Salary

💰 $20 - $25 per hour

Job Level

Junior

About the role

  • Provide Level 1 and 2 customer service via phone and email for SHP Skilled Nursing web-based software and integrations.
  • Triage and escalate complex or high-priority technical issues, ensuring timely and thorough follow-up.
  • Manage support cases using the CRM system, ensuring detailed and professional documentation.
  • Utilize internal resources to advance skill development and consistency in client service standards.
  • Participate in and occasionally special projects or cross-functional initiatives as assigned by the Support Manager.
  • Contributing to a positive, energetic, and culture-perpetuating team.
  • Strictly adhering to HIPAA guidelines.

Requirements

  • Minimum of 1 year of experience in customer support or related role.
  • Past experience in troubleshooting complex software, browser, and connectivity issues.
  • Strong ability to coach and guide SHP customers through product challenges.
  • Excellent verbal and written communication skills, with an emphasis on professionalism and clarity.
  • Ability to handle challenging customer situations with diplomacy and problem-solving focus.
  • Proficiency in Microsoft Office (Outlook, Excel, Word) and familiarity with major web browsers (Chrome, Edge, Firefox, Safari).
  • Experience using CRM or Help Desk systems (e.g., Dynamics, Salesforce, Zendesk, Freshdesk).
  • Demonstrated success in a fast-paced, dynamic environment with strong organizational and multitasking abilities.
  • Experience or familiarity with the Long-Term Care / Nursing Home industry is strongly preferred.
Benefits
  • Comprehensive health benefits
  • 401(k) plan with a company match
  • Employee stock purchase plan
  • Vacation time
  • Sick time
  • Paid holidays
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer supporttroubleshootingtechnical issue resolutiondocumentationcoachingproblem-solvingmultitaskingorganizational skills
Soft Skills
verbal communicationwritten communicationdiplomacyprofessionalismclarityteam collaborationadaptability