The Client Support Specialist will triage and resolve Tier 1 and Tier 2 requests for SaaS solutions, guiding clients and ensuring timely communication.
Mission + People + Culture: With a corporate Mission to stop disease through technology, InductiveHealth is the market leader in software-as-a-service (SaaS) solutions to public health agencies. Our People come from all backgrounds and walks of life ranging from world class experts in epidemiology, informatics, and disease surveillance to engineers and product teams building high performance, modern solutions. Mission + People are unified around a virtual first Culture centered around teamwork, relentless focus on client outcomes, and individual accountability.
Why work at InductiveHealth?
1. Motivation: We value initiative-takers and self-starters who want to contribute to the success of our Team and client outcomes.
2. Curiosity: Seeking to understand and comprehend is critical - we expect and encourage questions to master job duties and grow professionally.
3. Organization: We are a Team. This means we hold each other accountable and have high expectations for performance and outcomes.
4. Feedback: "Open and honest" is part of our corporate values that builds a culture of professional growth to support client success.
5. Impact: Your individual contributions will stop the spread of disease and improve individual, community, and population health outcomes.
InductiveHealth is looking to add a motivated Client Support Specialist to our team. At InductiveHealth, Client Support Specialists triage, investigate, and resolve Tier 1 and Tier 2 requests submitted by end users and internal team members.
In this role, you will support software-as-a-service (SaaS) solutions designed for public health agencies, including disease surveillance, syndromic surveillance, and immunization information systems.
This role requires technical acumen, sound troubleshooting skills, and the ability to communicate effectively with clients across a range of technical backgrounds.
What you'll be doing:
- Triage, investigate, and resolve assigned support requests in a timely and effective manner, escalating issues when appropriate
- Guide clients remotely through issues, questions, and application functionality, including basic user guidance and support
- Listen attentively to clients’ questions and concerns, assess the issue, and provide clear and practical solutions
- Provide professional, client-centered support in all communications and coordinate escalation of unresolved issues to the appropriate internal teams
- Partner with DevOps Engineers and other cross-functional teams to investigate, escalate, and resolve technical issues
- Provide clients with timely and accurate status updates on open requests, ensuring clear communication throughout the issue lifecycle
- Create and maintain client support knowledge articles, support documentation, and standard operating procedures (SOPs)
- Own assigned requests through resolution, including follow-up, documentation, and coordination across internal teams
- Identify recurring issues, support trends, and process improvement opportunities and communicate them to internal stakeholders
- Translate technical issues and system behavior into clear, client-friendly language for users with varying levels of technical experience
- Represent InductiveHealth with professionalism and integrity while helping to advance our company mission
What we are looking for:
- 2+ years of experience in customer service, problem analysis, and troubleshooting user or system issues
- 1+ years of hands-on experience troubleshooting software issues, preferably in a SaaS or enterprise application environment
- Technical acumen demonstrated through formal training, certification, coursework, or relevant hands-on experience
- Exemplary client service skills, including strong listening, empathy, professionalism, and sound judgment in client-facing situations
- Strong analytical, troubleshooting, and problem-solving skills, with the ability to assess issues, identify root causes, and communicate clear next steps
- Ability to communicate effectively with individuals across varying technical aptitudes, professional backgrounds, and organizations
- Experience supporting enterprise or SaaS software applications, with the ability to quickly learn new systems and workflows
- Highly organized, adaptable, and detail-oriented, with the ability to manage multiple priorities in a fast-paced environment
- Strong written communication and documentation skills, with a commitment to quality service and teamwork
What will make you stand out:
- Experience working in a SaaS, technology, or client support environment
- Exposure to public health agencies, laboratories, Federal programs, or other mission-driven environments
- Familiarity with Jira, Smartsheet, Confluence, and/or similar support and knowledge management tools
- Exposure to syndromic surveillance workflows and/or experience supporting ESSENCE users, including troubleshooting user issues, answering functionality questions, and helping clients navigate data, access, and reporting needs
Benefits and Perks: InductiveHealth offers competitive benefits and perks including:
· Virtual first, remote organization and culture
· Flexible Paid Time Off (PTO)
· 401(k) retirement plan with corporate matching
· Medical, prescription, vision, and dental coverage (multiple plans based on your needs)
· Short Term and Long Term Disability (for employee)
· Life Insurance (for employee)
· New Team Member support for home office setup
About InductiveHealth: InductiveHealth (www.inductivehealth.com) was co-founded by Matthew Dollacker and Stephen Macauley in 2013. Today, InductiveHealth is headquartered in Atlanta, Georgia and has over 80 team members across the United States supporting state, tribal, local, and territorial (STLT) public health agencies in addition to Federal agencies such as the Centers for Disease Control and Prevention (CDC). In early 2021, InductiveHealth became the exclusive commercial partner of Johns Hopkins University Applied Physics Laboratory (JHU/APL) for the Electronic Surveillance System for the Early Notification of Community-based Epidemics (ESSENCE) syndromic surveillance solution. To accelerate growth in the wake of the COVID-19 pandemic, InductiveHealth become a portfolio company of Diversis Capital (https://www.diversis.com/) in early 2022.
All responses to applications will come from [email protected] or from the domain @inductivehealth.com.
InductiveHealth is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, or disability.
Top Skills
Confluence
JIRA
SaaS
Smartsheet
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