Customer Support Specialist

Ensora Health • Full-time • Remote (New Jersey, United States) • 1d ago

Ensora Health is the leading provider of software and services for mental and behavioral health therapists, trusted by over 200,000 individual providers and more than 28,000 practices. Our unmatched expertise, partnership, and breadth of products allow us to fine-tune solutions that meet the specific needs of everyone from solo practitioners to larger practices. With AI-enabled solutions that span practice management to electronic medical records and e-prescribing to billing, we help eliminate administrative complexity and create harmony between therapists, their clients, and the whole healthcare community.

Job Description

The Customer Support Specialist II manages routine customer cases independently, delivering high-quality support and accurate solutions through a strong understanding of EHR platform workflows, configurations, and AI-enabled features. This role leverages support tools, knowledge resources, and AI-assisted technologies to resolve issues efficiently, improve the customer experience, and contribute to continuous service improvement.

What You'll Do

Handle routine customer cases from intake through resolution while maintaining service quality and customer satisfaction.
Provide timely and professional updates to customers regarding case status and next steps.
Maintain accurate case documentation and timely updates within CRM and support systems.
Use knowledge of EHR platform workflows, configurations, and AI-enabled capabilities to troubleshoot user issues and guide customers through standard processes.
Utilize AI-assisted support tools, knowledge bases, and automation technologies to improve resolution speed, consistency, and customer outcomes.
Identify opportunities where AI-generated insights, recommendations, or workflows can help customers maximize platform utilization.
Escalate complex, technical, or unresolved issues to senior support staff or specialized teams.
Document solutions, best practices, and recurring issues to strengthen team knowledge resources and AI knowledge repositories.
Contribute feedback that helps improve support workflows, self-service content, automation opportunities, and customer experiences.
Ensure adherence to service quality, compliance, privacy, and data security standards when supporting customers and AI-enabled workflows.

What You Bring

High school diploma or equivalent experience.
1+ years of customer service, technical support, or related experience.
Familiarity with CRM systems, case management, and support documentation practices.
Proven ability to resolve routine issues independently and manage multiple priorities.
Strong written and verbal communication skills with a customer-first mindset.
Working knowledge of EHR workflows, user configurations, and healthcare software platforms preferred.
Comfort using AI-powered tools, automation technologies, and digital support resources to improve productivity and customer outcomes.
Ability to evaluate AI-generated information, apply critical thinking, and ensure recommendations are accurate and appropriate for customer needs.
Interest in emerging technologies and a willingness to learn new AI-enabled capabilities and workflows.
Experience contributing to knowledge management, process improvement, or self-service content is a plus.

Additional Information

While we've outlined some key qualities we typically seek, it's essential to remember that there might be additional unique strengths and talents you possess that would make you an exceptional match for us, even if they're not explicitly mentioned. Studies have consistently highlighted the significance of this principle, particularly for individuals from disenfranchised backgrounds, including women and other marginalized groups. These individuals often hesitate to apply unless they meet every single requirement, unlike their male counterparts who are more inclined to apply when they meet around 60% of the criteria.

The message we want to convey is that taking a leap of faith and applying can be incredibly rewarding. Your distinct abilities and perspectives could be exactly what we need to create a more diverse and inclusive team. So, don't hesitate—apply today and let's explore the exciting possibilities together!

All your information will be kept confidential according to EEO guidelines.

At Ensora Health, Diversity, Equity, Inclusion, and Belonging aren’t just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do.

We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community.

We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status.

Ensora Health is an equal opportunity employer.