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Customer Support Specialist

Elation Health

HybridHybrid

Original Job Summary

Overview

Elation Health is seeking a Customer Support Specialist committed to enhancing physician and patient quality of life through our SaaS cloud-based clinical platform. In this role, you will provide clear, responsive, and high-touch support for clinicians and practice teams using our EHR and Patient Passport products.

Responsibilities

  • Provide responsive Tier 1 technical and functional support via phone, email, and screenshare.
  • Utilize AI-enhanced platforms to diagnose and resolve complex technical issues.
  • Own advanced case management with direct impact on clinical care.
  • Manage caseload against defined SLAs and quality metrics.
  • Build strong partnerships with clinicians to advocate for their needs.

Strategic Advocacy & Process Enhancement

  • Identify root causes and trends across support tickets.
  • Leverage AI-powered analytics to improve workflows and documentation.
  • Collaborate with Product, Engineering, Revenue Cycle, and Customer Success teams.
  • Contribute to continuous team learning and support evolution.

Continuous Learning & Urgent Response

  • Participate in weekly urgent shift rotations and on-call support during weekends/holidays.
  • Undergo an intensive 8-week onboarding and training program.
  • Stay current with EHR and SaaS support tools, including AI-assisted platforms.

Key Skills/Competency

  • technical support
  • AI
  • troubleshooting
  • customer service
  • clinical support
  • SaaS
  • EHR
  • process improvement
  • case management
  • communication

How to Get Hired at Elation Health

🎯 Tips for Getting Hired

  • Research Elation Health's culture: Study their mission, values, and employee testimonials.
  • Customize your resume: Highlight SaaS and technical support experience.
  • Leverage AI skills: Emphasize familiarity with AI-driven tools.
  • Prepare for technical questions: Review troubleshooting and case management scenarios.
  • Show collaboration ability: Provide examples of cross-functional teamwork.

📝 Interview Preparation Advice

Technical Preparation

Review SaaS platforms and troubleshooting guides.
Familiarize with AI-driven support tools.
Practice case management and escalation procedures.
Study EHR and clinical workflows.

Behavioral Questions

Describe handling challenging support cases.
Explain effective cross-team collaboration.
Discuss managing high-pressure on-call shifts.
Share experiences translating complex technical issues.