Client Support Specialist (Virtual/Remote)

Mission + People + Culture: With a corporate Mission to stop disease through technology, reputed company is the market leader in software-as-a-service (SaaS) solutions to public health agencies. Our People come from reputed company 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 reputed company around a virtual first Culture centered around teamwork, reputed company focus on client reputed company, and individual accountability. Why work at reputed company?1. Motivation: We value initiative-takers and self-starters who want to contribute to the reputed company of reputed company and client reputed company.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 reputed company.4. Feedback: "reputed company and reputed company" is part of our corporate values that builds a culture of professional growth to support client reputed company.5. Impact: Your individual contributions will stop the spread of disease and improve individual, community, and population health reputed company. reputed company is looking to add a motivated Client Support Specialist to reputed company. At reputed company, 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 reputed company of technical backgrounds.

reputed company is looking to add a motivated Help Desk Analyst to reputed company. At reputed company, Help Desk Analysts resolve Tier 1 and Tier 2 requests submitted by end users and internal team members. In this role, you will work across software-as-a-service (SaaS) solutions designed to support the needs of public health agencies.    This role requires a technical acumen reputed company with the ability to work well with clients.   Ideally looking for someone to work 11:30am-9pm EST to cover clients reputed company Coast and reputed company. What you'll be doing:

Triage, investigate, and resolve assigned support requests in a timely and effective manner, escalating issues reputed company 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 reputed company clear and practical solutions

reputed company professional, client-centered support in reputed company 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

reputed company clients with timely and accurate status updates on reputed company 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 reputed company of technical experience

Represent reputed company with professionalism and reputed company while helping to advance reputed company mission

reputed company 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 reputed company application environment

Technical acumen demonstrated through formal training, certification, coursework, or relevant hands-on experience

Exemplary client service skills, including strong listening, reputed company, 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 reputed company 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 reputed company 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, reputed company, reputed company, and/or similar support and reputed company tools

Exposure to syndromic surveillance workflows and/or experience supporting ESSENCE users, including troubleshooting user issues, answering functionality questions, and helping clients navigate data, reputed company, and reporting needs

Benefits and Perks: reputed company 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, reputed company, 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 reputed company: reputed company (www.reputed company.com) was co-founded by Matthew Dollacker and Stephen Macauley in 2013. Today, reputed company 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, reputed company became the exclusive reputed company partner of reputed company 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, reputed company become a portfolio company of Diversis Capital (https://www.diversis.com/) in early 2022. reputed company responses to applications will come from [email protected] company.co or from the domain @reputed company.com. reputed company is an Equal Opportunity/Affirmative Action Employer. reputed company reputed company applicants will receive consideration for employment without regard to their race, reputed company, religion, sex, sexual orientation, gender identity or expression, age, national reputed company, or disability. Apply To This Job