Customer Support Specialist
About Us
CipherHealth is an award winning software company committed to enhancing care coordination and outcomes across the continuum. Since 2009, CipherHealth’s automated, scalable platform has empowered healthcare organizations to engage patients and care teams at every touchpoint, streamlining workflows and improving experiences. With tailored communication solutions powered by AI and deep integrations, CipherHealth drives better clinical results, operational efficiency, and financial sustainability, transforming healthcare one interaction at a time.
The Role
As a CipherHealth Customer Support Specialist, you will serve as a key technical resource for our customers, helping hospitals and health systems successfully use our products in live clinical environments. You will investigate and resolve support tickets, explain product functionality, troubleshoot technical issues, and perform configuration changes where accuracy and attention to detail are critical. You will work closely with your teammates and cross-functional partners to deliver a seamless customer experience and help healthcare organizations make the most of our technology.
We are a collaborative, good-humored, and hardworking team that cares about using technology to improve patients' lives.
Responsibilities
- Investigate, troubleshoot, and resolve customer inquiries, taking ownership of tickets through resolution
- Perform accurate, carefully considered configuration changes in live customer environments, including user access, rounding workflows, alerts, and reports
- Assess and prioritize customer issues, gathering relevant details and coordinating appropriate triage or escalation to other teams and leadership
- Communicate clearly and effectively with customers and internal stakeholders, translating technical concepts into actionable guidance
- Collaborate cross-functionally with Customer Success, Product, Engineering, Professional Services, and other teams to resolve issues and improve the customer experience
Requirements
- Strong analytical and problem-solving skills, with the ability to deconstruct complex technical concepts and identify effective solutions
- Curiosity about AI and emerging technologies, with an interest in applying them to solve problems and improve support processes
- Interest in helping solve pressing challenges in healthcare
- Exceptional attention to detail and commitment to delivering accurate, high-quality work
- Experience with CRM or ticketing systems
- Strong written and verbal communication skills, with the ability to connect with clinical, technical, and non-technical audiences
- Customer-focused mindset, with empathy and enthusiasm for delivering outstanding support experiences
- Ability to manage competing priorities, coordinate with diverse stakeholders, and translate customer needs into practical solutions
- Independent, collaborative working style, with sound judgment, initiative, and discretion when handling sensitive information, including protected health information (PHI)
Nice-to-haves
- Familiarity with SaaS products and software support environments
- 2–3 years of experience in a customer-facing support role
- Experience in healthcare or clinical operations
- Familiarity with Salesforce Service Cloud
- Exposure to hospital data-feed issues, including HL7 and single sign-on (SSO), and the ability to recognize when to escalate to technical specialists