**Experienced Customer Support Specialist – Delivering Exceptional Client Experience in a Dynamic B2B SaaS Environment**

At HENO, we're passionate about empowering healthcare professionals to focus on what matters most – delivering exceptional patient care. As a key member of our customer support team, you'll play a vital role in ensuring our clients receive the highest level of service and support, leveraging your expertise in our software to drive their success. If you're a customer-centric individual with a passion for problem-solving and a knack for creative thinking, we want to hear from you. **About Us** HENO is a leading provider of innovative software solutions for the healthcare industry. Our mission is to simplify the complexities of healthcare administration, enabling professionals to focus on what truly matters – delivering exceptional patient care. We're committed to building long-term relationships with our clients, and we're seeking a talented Customer Support Specialist to join our team. **Key Responsibilities** As a Customer Support Specialist, you'll be the first point of contact for our clients, providing timely and accurate responses to technical and non-technical service inquiries. Your primary responsibilities will include: * **Client Issue Resolution**: Identify root causes of client issues and provide effective solutions to resolve them efficiently. * **Exceeding Customer Expectations**: Deliver exceptional customer experiences through prompt, high-quality responses and proactive issue resolution. * **Process Improvement**: Think creatively to identify opportunities for process improvement and implement changes that enhance our clients' experience. * **Technical Mentoring**: Provide expert guidance to clients on our software, including product information, releases, bugs, and status updates. * **Knowledge Base Development**: Create and review knowledge base content to promote support scalability and improve self-service capabilities. * **Critical System Issues**: Communicate critical system issues to our development team to ensure timely resolution. * **Compliance and Confidentiality**: Adhere to all company confidentiality and compliance regulations, including HIPAA. **Essential Qualifications** To succeed in this role, you'll need: * **Strong Analytical and Problem-Solving Skills**: Ability to analyze complex issues and develop effective solutions. * **Customer-Centric Mindset**: Passion for delivering exceptional customer experiences and a commitment to putting the customer first. * **Change Management**: Ability to adapt to changing priorities and challenges with a positive attitude. * **Organizational Skills**: Proven ability to prioritize tasks, manage a caseload, and meet deadlines. * **Communication Skills**: Excellent verbal and written communication skills, with the ability to communicate complex technical information to non-technical stakeholders. * **Technical Skills**: Experience working with Electronic Medical Records (EMR) and a strong understanding of software applications. **Preferred Qualifications** While not required, we prefer candidates with: * **B2B SaaS Experience**: Experience working in a business-to-business software as a service (SaaS) environment. * **Help Desk or Contact Center Experience**: Experience working in a help desk or contact center environment. * **Medical Office Experience**: Experience working in a medical office setting. **Work Environment and Culture** As a remote employee, you'll have the flexibility to work from the comfort of your own home. Our company culture values collaboration, innovation, and customer-centricity. We're committed to providing a supportive and inclusive work environment that fosters growth and development. **Compensation and Benefits** We offer a competitive compensation package, including: * **Hourly Rate**: $17.00 per hour * **Benefits**: Health insurance, dental insurance, vision insurance, 401(k), paid time off, and on-the-job training. * **Work-Life Balance**: Flexible scheduling to ensure a healthy work-life balance. **How to Apply** If you're a motivated and customer-focused individual with a passion for problem-solving, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your experience and qualifications. Apply for this job