Customer Support Specialist III

🔥 0 minutes ago

🥔 Idaho, Kansas, +1 more states – Remote

🥔 Idaho – Remote 🌪️ Kansas – Remote 🗿 South Dakota – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Ensora Health

WebsiteLinkedInAll Job Openings

201 - 500 employees

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

SaaS • B2B • Artificial Intelligence

Ensora Health is a healthcare software company that builds EHR and practice management (PMS) solutions—most notably TheraNest for mental and behavioral health and Fusion for physical/occupational/speech rehab therapy. Their cloud-based platform includes add-ons for revenue cycle management, payments, telehealth, eRx, clearinghouse services, and AI-powered documentation tools (AI Session Assistant) to reduce clinician administrative burden. Ensora serves solo and group therapy practices and rehab clinics, focusing on simplifying scheduling, billing, documentation, and workflows to improve efficiency and patient care.

📋 Description

• Independently manage and resolve complex or escalated customer cases using advanced troubleshooting techniques • Apply deep EHR platform expertise to diagnose technical and workflow-related issues • Leverage AI-powered tools and automation to accelerate case resolution, improve accuracy, and enhance decision-making • Identify opportunities to incorporate AI and workflow automation into daily support operations • Partner with cross-functional teams to drive timely and effective issue resolution • Mentor junior specialists, including coaching on effective use of tools, systems, and emerging AI capabilities • Contribute to and maintain knowledge base content, incorporating AI-assisted documentation and content optimization • Analyze recurring issues and trends using data and AI insights, recommending improvements to processes and customer experience • Manage customer escalations with professionalism, empathy, and clear communication • Track and report on case trends, leveraging dashboards and AI-driven insights to inform continuous improvement

🎯 Requirements

• High school diploma or equivalent experience • 3+ years of customer service or support experience, preferably in a technical or SaaS environment • Proven ability to independently resolve complex or escalated issues • Demonstrated curiosity and openness to adopting AI tools and emerging technologies in day-to-day work • Experience using knowledge bases, automation tools, or AI-assisted support platforms (e.g., chatbots, copilots, or workflow automation tools) • Strong mentoring and collaboration skills, with the ability to uplift others through knowledge sharing • Advanced problem-solving skills and sound judgment in decision-making • Excellent written and verbal communication skills, especially in high-pressure situations • Deep understanding of EHR platforms, including workflows, configurations, and troubleshooting

🏖️ Benefits

• Health insurance • Professional development opportunities • Paid time off • Flexible work arrangements