Technical Support Specialist

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Radicle Health

WebsiteLinkedInAll Job Openings

51 - 200 employees

⚕️ Healthcare Insurance

☁️ SaaS

🌍 Social Impact

Healthcare Insurance • SaaS • Social Impact

Radicle Health is a company dedicated to empowering human services organizations through the use of innovative software solutions. Recognizing that non-medical factors play a significant role in health outcomes, Radicle Health partners with agencies providing care and addressing social determinants of health. Their mission is to be the preferred technology partner, enhancing efficiency and outcome measurement for their clients. The company offers a robust suite of software solutions, including comprehensive EHR systems and case management platforms, supporting over 14,000 organizations in the U. S. and Canada. Their products cater to residential behavioral health, outpatient mental health services, child welfare services, and more, aiming to transform the delivery of care in human services.

📋 Description

• Respond to customer inquiries via email and virtual meetings with professionalism and accuracy, ensuring timely resolutions to meet customer needs. • Resolve customer issues with product functionality, reporting, and integrations. • Write basic to intermediate scripting queries to investigate customer data problems. • Document solutions in the knowledge base. • Troubleshoot technical issues, escalating more complex cases to higher-level support or technical teams when necessary. • Communicate clearly and empathetically with customers, ensuring a positive experience by providing helpful and informative solutions. • Update and maintain the customer support knowledge base with accurate solutions and troubleshooting guides for common issues. • Collaborate with internal teams to ensure customer facing documentation is always current, reflecting any new product features or changes. • Assist in improving self-service resources as needed, ensuring easy access to valuable information for customers. • Work with product, engineering, and customer success teams to escalate customer feedback and technical issues, contributing to product improvements. • Provide backup assistance for Engineering team in manual testing. • Act as a bridge between customers and internal teams to keep both sides informed about ongoing issues and solutions. • Regularly track and report on common customer issues, using insights to suggest process improvements that reduce recurring problems. • Participate in team meetings and feedback sessions to share learnings and improve overall team performance.

🎯 Requirements

• 0-2 years of relevant experience in customer support or junior technical role • Basic to intermediate scripting language capabilities (SQL, JavaScript, Domino, etc.) • Exhibit excellent verbal and written communication skills to effectively convey technical information to stakeholders. • Display strong problem-solving abilities, approaching challenges with creativity and a solution-oriented mindset. • Be adaptable and open to change, effectively managing shifting priorities and evolving business needs. • Show a strong customer focus, ensuring solutions deliver significant value and an exceptional user experience.

🏖️ Benefits

• Unlimited PTO policy • Competitive medical, dental, and vision healthcare coverage • 401k matching • Paid holidays • Volunteer time off • Paid parental leave • Remote work stipend