Client Support Specialist

🕒 April 17

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InductiveHealth Informatics

WebsiteLinkedInAll Job Openings

51 - 200 employees

⚕️ Healthcare Insurance

🔐 Security

🤖 Artificial Intelligence

Healthcare Insurance • Security • Artificial Intelligence

InductiveHealth Informatics is a leading provider of integrated solutions for disease surveillance and public health data management. They operate platforms such as EpiTrax, ESSENCE, and NBS to offer configurable electronic disease surveillance solutions, including AI-enhanced data migration and open-source technology for electronic laboratory and case reporting. Boasting over a decade of experience in public health technology, InductiveHealth supports public health agencies worldwide by managing jurisdictional surveillance systems and providing data infrastructure, ensuring compliance with information security standards. The company plays a pivotal role in public health intervention, rapidly detecting outbreaks, and maintaining secure and scalable data environments. InductiveHealth's success stories include the development of the COVID-19 Data Tracker, highlighting its capability in providing critical epidemiological data during global health crises.

📋 Description

• 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