[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. CipherHealth is an award winning software company committed to enhancing care coordination and outcomes across the continuum. As a Customer Support Specialist, you will be responsible for solving end user support tickets, assisting healthcare professionals, and collaborating with internal teams to improve customer experiences using CipherHealth solutions. Responsibilities Address customer queries accurately and efficiently, leveraging your subject matter expertise in CipherHealth solutions Facilitate superior customer communication, prioritizing assignments to meet urgent deadlines Prepare comprehensive procedures in an easily-digestible format for team reference Configure our solutions using the CipherHealth platform for different customer use cases Collaborate with the Customer Success and Product teams in the development and design of creative solutions Create both customer-facing and internal collateral supporting our solutions Skills Adept problem-solving skills with the ability to deconstruct advanced concepts Exceptional attention to detail and unwavering commitment to excellence Strong understanding of CRM systems (Familiarity with Salesforce Service Cloud is a bonus) An enthusiastic mindset for delivering outstanding support experience to our customers via email and phone channels Comfort in coordinating and delivering on numerous technical projects with varied stakeholders Innovative thinking with the capacity to determine (in technical terms) diverse stakeholders' requirements Independent working style, capable of making informed decisions with minimal supervision Stellar teamwork attitude with effective written/verbal communication skills; ability to connect with both technical and non-technical teams, demonstrating strong empathy and evaluating risks Familiarity with SaaS-based technologies Prior work experience in a user-facing support team Experience in executing data interfaces and integrations, including SFTP, HL7, SSO, etc Benefits Generous company-funding of our health, vision, and dental plans HSA/FSA plans Short and Long-Term Disability Life and Personal Accident Insurance $40 monthly wellness stipend you can use towards any wellness, fitness, and wellbeing purchases Employee Assistance Program (EAP) Adoption Assistance 401(k) at three months of employment — with a match upon enrollment! Discretionary PTO + 13 paid holidays Competitive paid parental leave and flexible return to work policy Generous Employee Referral Program - earn cash for each employee referral that is hired Yearly Cipher-versary stipend Ci-Phives - receive public kudos and gift cards from peers and managers CARE2 Values Monthly All Teams Meetings Employee Resource Groups such as Rainbow Room and BIPOC Group Internal Webinars and robust onboarding / training programs Remote-first team: $50 per month reimbursement in your check for WFH expenses You'll receive a new Macbook laptop, other hardware, and company swag upon hire Company Overview CipherHealth develops and implements SaaS based care-coordination solutions to improve healthcare. It was founded in 2009, and is headquartered in New York, New York, USA, with a workforce of 51-200 employees. Its website is Company H1B Sponsorship CipherHealth has a track record of offering H1B sponsorships, with 1 in 2025, 3 in 2024, 4 in 2023, 1 in 2022, 4 in 2021, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.