Product Support Specialist

🕒 Yesterday

🏈 Alabama, Arizona, +5 more states – Remote

🏈 Alabama – Remote 🌵 Arizona – Remote ⛰️ Colorado – Remote 🐊 Florida – Remote 🐎 Kentucky – Remote 🏰 Missouri – Remote 🤠 Texas – Remote

⏰ Full Time

🟢 Junior

💝 Customer Support

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Aline

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

☁️ SaaS

🤝 B2B

Healthcare • SaaS • B2B

Aline is a software company that provides a connected, cloud-based platform for senior living operators. Aline combines CRM and marketing tools, resident care and clinical workflows (including eMAR and care plans), dining and point-of-sale solutions, and financial systems (leasing, billing, payments, accounting) to streamline admissions, daily care, operations, and revenue management across assisted living, independent living, memory care, and skilled nursing communities. The platform emphasizes integrations (100+ partners), workflow automation, and analytics (Aline Intelligence) to reduce manual handoffs and improve outcomes for operators, caregivers, residents, and families. Aline serves thousands of senior living communities and positions itself as a B2B SaaS provider focused on healthcare operations for the senior living market.

📋 Description

• Further classify, understand, document, and resolve customer support inquiries • Provide support, education, and coordination for internal and external users • Engage customers using Connect, Untangle, and Resolve communication standards • Maintain responsibility for customer support tickets until resolution • Configure and troubleshoot software solutions according to customer specifications, processes, best practices, and timelines • Recommend solutions to customers and internal R&D teams to prevent recurring issues and reduce implementation/support effort • Escalate support issues to development teams as needed • Enter and update support activities, tickets, and knowledgebase articles in support portals and communication platforms • Maintain working knowledge of relevant functional-area best practices and procedures • Participate in customer experience and onboarding projects, including data preparation/entry, report creation, and configuration and software/hardware installations • Provide phone and email support on weekends and after hours as needed or scheduled • Develop a high level of understanding in one or more ALINE product verticals • Meet or exceed ticket-resolution and customer-satisfaction metrics • Maintain a positive and professional demeanor in customer interactions

🎯 Requirements

• Associate's or bachelor's degree, or proven experience in customer support/service or technical support/software analysis required • 1–2 years of experience required • Proficiency in troubleshooting complex software issues • Familiarity with relational databases and SQL fundamentals • Strong time management skills • Tenacity in problem solving and critical thinking • Adaptability, willingness to learn, and self-motivation • Proficiency in Microsoft Office, especially Outlook, PowerPoint, Word, and Excel • Empathy and a calming presence, with ability to read customers • Ability to de-escalate conflicts and find diplomatic solutions