Customer Support Specialist II

• Provide technical assistance and support for incoming queries across multiple channels.
• Troubleshoot and resolve non‑generic, complex issues requiring deep product and systems knowledge.
• Research, diagnose, and respond to end‑user issues received through email, chat, phone, ticket queues, and offshore escalations.
• Ask clarifying questions to identify root causes and implement effective solutions.
• Maintain extensive understanding of Ensora Health products and industry workflows.
• Walk customers through problem‑solving steps and consult on workflow best practices.
• Partner closely with Support Specialists, Customer Success, Services, Education, Engineering, and Product teams.
• Participate in testing and validation of new product features and releases.
• Log issue details for documentation and follow up to ensure complete resolution.
• Meet productivity and customer satisfaction goals.
• Identify opportunities to improve internal processes and customer‑facing workflows.
• Advocate for customer needs and represent their voice internally.
• Support Knowledge Base growth through content creation, technical bulletins, and process aids.
• Mentor offshore support teams and provide product training when needed.
• Review escalated cases weekly to deepen product knowledge.
• Ensure inquiries are resolved within established SLAs.
• Troubleshoot data, account administration, hardware/software, and application issues.
• Maintain and deploy systems using automated methods.
• Perform occasional travel for training or annual meetings.
• Support agile work across the broader Customer Experience organization as needed.
• Other duties as assigned.

• Excellent written, verbal, and listening communication skills.
• Strong customer relations skills with the ability to build trust and rapport.
• Ability to manage multiple priorities in a fast-paced environment.
• Demonstrated ability to work cross-functionally with teams such as Development, Product, and Sales.
• Strong reasoning skills with the ability to define problems, analyze data, and draw valid conclusions.
• Proven ability to resolve complex production issues with methodical troubleshooting.
• 3–5 years of customer service experience.
• 2–5 years of technical support experience.
• 2–5 years of experience in software support/SaaS.
• 1–3 years of remote work experience (preferred).
• Medical billing experience (preferred).

While we've outlined some key qualities we typically seek, it's essential to remember that there might be additional unique strengths and talents you possess that would make you an exceptional match for us, even if they're not explicitly mentioned. Studies have consistently highlighted the significance of this principle, particularly for individuals from disenfranchised backgrounds, including women and other marginalized groups. These individuals often hesitate to apply unless they meet every single requirement, unlike their male counterparts who are more inclined to apply when they meet around 60% of the criteria. 

The message we want to convey is that taking a leap of faith and applying can be incredibly rewarding. Your distinct abilities and perspectives could be exactly what we need to create a more diverse and inclusive team. So, don't hesitate—apply today and let's explore the exciting possibilities together! 

All your information will be kept confidential according to EEO guidelines.

At Ensora Health, Diversity, Equity, Inclusion, and Belonging aren’t just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do.

We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community. ​

​We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status. 

Ensora Health is an equal opportunity employer.