Support Services Specialist

Remote (United States)

Job Details

Location: United States

Workplace: Remote

Employment Type: Full time

Experience: 1 year of EHR application support experience or 3 years of professional application or technical support experience

Core Areas: Application Support, Technical Troubleshooting, End-User Support, EHR Applications, Hardware and Software Support, Network Fundamentals, User Access, Service Request Tracking

Compensation: $65,000–$75,000 annually

About the Role

The Support Services Specialist screens, diagnoses, researches, and resolves end-user issues involving software applications, systems, devices, user access, and hardware. The position handles application configuration, functionality, and moderately complex technical problems through telephone, email, and online support channels, helping users resolve issues and achieve their intended outcomes.

This role combines technical troubleshooting with practical knowledge of application functionality and network, server, and desktop administration fundamentals. Working closely with senior support staff, the specialist supports timely, comprehensive problem resolution, serves as a subject-matter resource for Customer Support Specialists, and accurately documents, tracks, and monitors service requests.

What You'll Do

• Respond promptly and professionally to incoming calls, emails, and online requests from end-users seeking application support or assistance with hardware, software, and network issues.
• Screen, diagnose, research, and resolve problems involving applications, systems, devices, user access, and hardware.
• Analyze and troubleshoot application configuration, functionality, and technical problems of moderate complexity.
• Expand knowledge of front-end and back-end system functionality to guide users through issue resolution and help them achieve desired outcomes.
• Seek assistance from Senior Support Specialists or more experienced application and technical support staff when needed to resolve issues comprehensively.
• Serve as a subject-matter resource for Customer Support Specialists.
• Document, track, and monitor service requests accurately.
• Maintain courteous, solutions-focused customer service throughout each support interaction.
• Complete other assigned duties and projects.

Qualifications

Required Experience

• At least 1 year of directly related experience providing application support for an electronic health record (EHR) system, or 3 years of professional experience in application or technical support.

Required Skills

• Strong troubleshooting skills for identifying and resolving application and technical issues.
• Excellent understanding of network, server, and desktop administration fundamentals, including installations, upgrades, techniques, tools, and equipment.
• Ability to apply customer service techniques to resolve issues with PC-based tools and products and provide effective, solutions-focused support.
• Exceptional interpersonal and team-building skills.
• Effective organization and time management skills, including the ability to handle multiple requests simultaneously.
• Ability to work independently and as part of a team.

Education & Certifications

• Associate degree in Business, Computer Science, or a closely related field. An alternative combination of education, credentials, and experience may substitute for the education requirement.

Preferred Qualifications

• Bachelor’s degree in Computer Science, Computer Programming, Computer Information Systems, Database Administration, or a closely related field.
• Certifications in IT-related fields.
• Professional experience in healthcare, medical billing, or accounting is highly preferred.

Benefits

• Medical, dental, and vision insurance.
• 401(k) with employer match.
• Legal benefits.
• Short-term and long-term disability coverage.
• Life insurance and paid time off.
• A virtual-first work environment with flexibility and scheduling benefits.
• Peer recognition through points that celebrate everyday achievements and exceptional contributions.
• Financial incentive opportunities tied to company success, talent referrals, and performance-based bonuses.