88 Support Specialist jobs in Austin

**Who We Are:**
We're a high-growth software company with a **big mission** : empowering K-12 district teams to do more with less. 
At LINQ, we get K12. That's why we help districts transform K-12 school operations with best-in-class, cloud-based software solutions built to help districts return more resources to classrooms. Integrating finance, HR, nutrition management, and payments into a single, secure platform, LINQ reduces administrative burden. LINQ is trusted by 30% of school districts across the U.S. to help them operate more efficiently and serve over 1 billion meals to 17 million students annually, process payroll for 364,000 educators, administrators, and staff, and engage with millions of families through the free LINQ Connect app.   
Our team? They're talented, committed, and fiercely loyal problem-solvers. At LINQ, you'll find challenging and meaningful work, a team that respects and uplifts one another, and a commitment to constant improvement. Our customers love us because we're attentive, patient, communicative, and solutions focused. They know they can count on us to not only anticipate their needs but to deliver the right answer every time. 
**LINQ's Values:**
- Act with Integrity & Build Trust: Trust is the foundation of our company. We operate with the highest standards of integrity, both internally and externally. We believe in transparency, honesty, and accountability. Building a culture where trust is earned and maintained.
- Deliver Excellence: We consistently exceed our clients' expectations. In every interaction, we strive to anticipate needs, provide swift solutions, and go the extra mile to relentlessly impress our customers. We communicate clearly, consistently, and in a timely way to cultivate lasting relationships.
- Embrace Challenges: We embrace a growth mindset. Challenges offer opportunities to learn, grow, and improve. Continuous learning keeps us relevant and effective to ensure our solutions remain on the leading edge of innovation.
- Collaborate & Act as One Team: Diverse skills, ideas, and perspectives are our strength. Through open communication, shared goals, and a spirit of unity and mutual respect, we collaborate to achieve excellence, drive innovation, and propel our company forward as a cohesive force.
**About The Team:**
LINQ's Customer Experience department is the heart and soul of our commitment to supporting k12 schools and districts. We're not just here to answer questions, we're here to build trust, solve problems, and ensure every customer feels empowered to succeed with our solutions. From onboarding, and training, to troubleshooting and beyond were the guides to help administrators and educators navigate their daily challenges.
**About The Role:**
This position will be responsible for providing technical support to the full product suite for Alio/LINQ ERP. This position reports to the Alio/LINQ ERP Manager of Client Support. This position is a key member of our customer support team providing professional support to Alio/LINQ ERP customers. The right candidate will have experience in providing software support to school district associates, school staff and/or student parents. A background in K12 education and/or accounting knowledge would be a plus. You will collaborate throughout our organization to deliver a great customer experience resolving customer issues.
**What** **You'll** **Be Doing:**
Customer Support: Provide exceptional customer service through building rapport and relationships with our customer base. Always be professional, courteous, and respectful in every interaction.
Problem Solving: Act as a consultant on all Alio/LINQ ERP software products. Effectively troubleshoot and solve issues by utilizing all available tools and resources. This includes taking calls, emails, and chat sessions to ensure we are providing the best solutions to our clients. Document customer issues in Salesforce
Training Documents: Contribute to creating training documentation for customers and internal use.
Product Documentation: Document enhancement requests and software defects for our development team. Create a Salesforce ticket for each customer interaction.
Self-Development: Maintain and increase comprehensive working knowledge of all Alio/LINQ ERP product lines through utilizing available training resources.
**What We Are Looking For:**
+ Discretion and independent judgement skills required
+ Excellent verbal and written communication skills
+ Excellent organizational skills and high attention to detail
+ Solid background working with computers and Microsoft Product Suites
+ Software support or technical support experience (SaaS environment)
+ Friendly and professional demeanor with team experience
+ Passion for effective problem-solving and/or experience in a customer support/service role
+ Patience and emotional intelligence in high stress environments
+ Commitment to adhere to schedules and deadlines
+ Bachelor's degree or equivalent experience in a related field
**The Tech:**
+ Salesforce
+ Microsoft Suite
+ Zoom
**Travel Requirements:**
+ Limited travel may be necessary in high demand seasons. Valid Driver's License required.
**Why You'll Love Working With Us**
**Flex Your Workspace:** Work remote from one of our eligible states across the US, or if you're near Austin three days in office a week!
**Planning Your Future:** Our 401(k) plan comes with a 4% employer match on _total_ earnings (not _just_ your base salary).
**Performance Pays Off:** Whether it's a company bonus or target sales commission, your hard work doesn't go unnoticed.
**Vacation** **_Your_** **Way:** Our flexible Open Paid Time Off Plan lets you take the time you need, when you need it.
**Paid Parental Leave:** Take the time you need to welcome your new addition - We've got you covered!
**Ten Paid Corporate Holidays:** Enjoy a little extra downtime to relax and recharge with the ten paid holidays each year.
️ **Giving Back:** Feel good while doing good - 16 paid volunteer hours to support the causes that matter most to you. #LINQCares
**Benefits That Have Your Back (And Teeth, Too!):** Rock-solid medical, dental and vision coverage. Pick your vibe: a low deductible PPO and pair with an FSA or a HDHP with a sweet HSA - with contributions from LINQ. Dental perks that even cover braces for the kiddos.
**Wellness Perks:** Employer-paid Short-Term Disability, Long Term Disability, Basic Life, and AD&D insurance. Gym reimbursements and tons of extra savings on travel assistance, employee assistance, and even pet insurance options.
**Grow With Us:** Invest in yourself with professional development opportunities to keep leveling up your skills.
**Rewards For Referrals:** Got an amazing candidate in your network? Send them our way and earn a referral bonus when they join the team!
**EOE Statement/Accommodation Notice:**
As a federal contractor and equal employment opportunity employer, LINQ adheres to all applicable laws and regulations regarding employment practices, ensuring that all qualified individuals receive consideration for employment
based on their qualifications. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local law.
To learn more about your rights and protections under federal law, please refer to the EEOC Equal Employment Opportunity Poster at the following link: you'd like to view a copy of the company's state or federally required affirmative action plans or policy statement, please email . If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact . This email address is reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not use this email to inquire about the status of your job application if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as solicitation, following up on an application or non-disability related technical issues, will not receive a response.
PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number.
EOE Statement/Accommodation Notice:
LINQ is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Equal Employment Opportunity Posters If you'd like to view a copy of the company's affirmative action plan or policy statement, please email If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact This email address is reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not use this email to inquire about the status of your job application if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as solicitation, following up on an application or non-disability related technical issues, will not receive a response.

**Who We Are:**
We're a high-growth software company with a **big mission** : empowering K-12 district teams to do more with less. 
At LINQ, we get K12. That's why we help districts transform K-12 school operations with best-in-class, cloud-based software solutions built to help districts return more resources to classrooms. Integrating finance, HR, nutrition management, and payments into a single, secure platform, LINQ reduces administrative burden. LINQ is trusted by 30% of school districts across the U.S. to help them operate more efficiently and serve over 1 billion meals to 17 million students annually, process payroll for 364,000 educators, administrators, and staff, and engage with millions of families through the free LINQ Connect app.   
Our team? They're talented, committed, and fiercely loyal problem-solvers. At LINQ, you'll find challenging and meaningful work, a team that respects and uplifts one another, and a commitment to constant improvement. Our customers love us because we're attentive, patient, communicative, and solutions focused. They know they can count on us to not only anticipate their needs but to deliver the right answer every time. 
**LINQ's Values:**
- Act with Integrity & Build Trust: Trust is the foundation of our company. We operate with the highest standards of integrity, both internally and externally. We believe in transparency, honesty, and accountability. Building a culture where trust is earned and maintained.
- Deliver Excellence: We consistently exceed our clients' expectations. In every interaction, we strive to anticipate needs, provide swift solutions, and go the extra mile to relentlessly impress our customers. We communicate clearly, consistently, and in a timely way to cultivate lasting relationships.
- Embrace Challenges: We embrace a growth mindset. Challenges offer opportunities to learn, grow, and improve. Continuous learning keeps us relevant and effective to ensure our solutions remain on the leading edge of innovation.
- Collaborate & Act as One Team: Diverse skills, ideas, and perspectives are our strength. Through open communication, shared goals, and a spirit of unity and mutual respect, we collaborate to achieve excellence, drive innovation, and propel our company forward as a cohesive force.
**About The Team:**
LINQ's Customer Experience department is the heart and soul of our commitment to supporting k12 schools and districts. We're not just here to answer questions, we're here to build trust, solve problems, and ensure every customer feels empowered to succeed with our solutions. From onboarding, and training, to troubleshooting and beyond were the guides to help administrators and educators navigate their daily challenges.
**About The Role:**
This position will be responsible for providing technical support to the full product suite for LINQ Nutrition. This position reports to the LINQ Nutrition Customer Support Manager. This position is a key member of our customer support team providing professional support to LINQ Nutrition customers. The right candidate will have experience in providing software support to school district associates, school staff and/or student parents. A background in K12 education and/or accounting knowledge would be a plus. You will collaborate throughout our organization to deliver a great customer experience resolving customer issues.
**What** **You'll** **Be Doing:**
Customer Support: Provide exceptional customer service through building rapport and relationships with our customer base. Always be professional, courteous, and respectful in every interaction.
Problem Solving: Act as a consultant on all nutrition software products. Effectively troubleshoot and solve issues by utilizing all available tools and resources. This includes taking calls, emails, and chat sessions to ensure we are providing the best solutions to our clients. Document customer issues in Salesforce
Training Documents: Contribute to creating training documentation for customers and internal use.
Product Documentation: Document enhancement requests and software defects for our development team. Create a Salesforce ticket for each customer interaction.
Self-Development: Maintain and increase comprehensive working knowledge of all LINQ Nutrition product lines through utilizing available training resources.
**What We Are Looking For:**
+ Discretion and independent judgement skills required
+ Excellent verbal and written communication skills
+ Excellent organizational skills and high attention to detail
+ Solid background working with computers and Microsoft Product Suites
+ Software support or technical support experience (SaaS environment)
+ Friendly and professional demeanor with team experience
+ Passion for effective problem-solving and/or experience in a customer support/service role
+ Patience and emotional intelligence in high stress environments
+ Commitment to adhere to schedules and deadlines
+ Bachelor's degree or equivalent experience in a related field
**The Tech:**
+ Salesforce
+ Microsoft Suite
+ Dialpad
+ Fully Story
**Travel Requirements:**
+ Limited travel may be necessary in high demand seasons. Valid Driver's License required.
**Why You'll Love Working With Us**
**Flex Your Workspace:** Work remote from one of our eligible states across the US, or if you're near Austin three days in office a week!
**Planning Your Future:** Our 401(k) plan comes with a 4% employer match on _total_ earnings (not _just_ your base salary).
**Performance Pays Off:** Whether it's a company bonus or target sales commission, your hard work doesn't go unnoticed.
**Vacation** **_Your_** **Way:** Our flexible Open Paid Time Off Plan lets you take the time you need, when you need it.
**Paid Parental Leave:** Take the time you need to welcome your new addition - We've got you covered!
**Ten Paid Corporate Holidays:** Enjoy a little extra downtime to relax and recharge with the ten paid holidays each year.
️ **Giving Back:** Feel good while doing good - 16 paid volunteer hours to support the causes that matter most to you. #LINQCares
**Benefits That Have Your Back (And Teeth, Too!):** Rock-solid medical, dental and vision coverage. Pick your vibe: a low deductible PPO and pair with an FSA or a HDHP with a sweet HSA - with contributions from LINQ. Dental perks that even cover braces for the kiddos.
**Wellness Perks:** Employer-paid Short-Term Disability, Long Term Disability, Basic Life, and AD&D insurance. Gym reimbursements and tons of extra savings on travel assistance, employee assistance, and even pet insurance options.
**Grow With Us:** Invest in yourself with professional development opportunities to keep leveling up your skills.
**Rewards For Referrals:** Got an amazing candidate in your network? Send them our way and earn a referral bonus when they join the team!
**EOE Statement/Accommodation Notice:**
As a federal contractor and equal employment opportunity employer, LINQ adheres to all applicable laws and regulations regarding employment practices, ensuring that all qualified individuals receive consideration for employment
based on their qualifications. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local law.
To learn more about your rights and protections under federal law, please refer to the EEOC Equal Employment Opportunity Poster at the following link: you'd like to view a copy of the company's state or federally required affirmative action plans or policy statement, please email . If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact . This email address is reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not use this email to inquire about the status of your job application if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as solicitation, following up on an application or non-disability related technical issues, will not receive a response.
PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number.
EOE Statement/Accommodation Notice:
LINQ is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Equal Employment Opportunity Posters If you'd like to view a copy of the company's affirmative action plan or policy statement, please email If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact This email address is reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not use this email to inquire about the status of your job application if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as solicitation, following up on an application or non-disability related technical issues, will not receive a response.

Our client, a fast-growing SaaS company headquartered in Austin, Texas , is looking for an exceptional Senior Customer Support Specialist to join their dedicated, remote-first support team. This role is pivotal in ensuring our users receive outstanding assistance and have a seamless experience with our platform. As a Senior Specialist, you will handle complex customer inquiries, provide in-depth technical troubleshooting, and contribute to improving our support processes and resources. This is a fully remote position, offering flexibility and the opportunity to work from anywhere in the US. Key responsibilities include:

• Responding to customer inquiries via email, chat, and phone with professionalism and empathy.
• Providing advanced technical support and troubleshooting for our software products.
• Investigating and resolving complex customer issues, escalating when necessary to engineering or product teams.
• Documenting customer interactions and solutions accurately in our CRM system.
• Developing and maintaining comprehensive help center articles, FAQs, and tutorials.
• Training and mentoring new customer support team members.
• Identifying trends in customer issues and providing feedback to product and engineering teams for continuous improvement.
• Contributing to the development and refinement of support policies and procedures.
• Acting as a subject matter expert for our products and services.
• Proactively identifying opportunities to enhance the customer experience.

The ideal candidate will possess a Bachelor's degree or equivalent practical experience. A minimum of 4 years of experience in customer support, with at least 2 years in a senior or technical support role, is required. Proven experience supporting SaaS products is highly desirable. Excellent written and verbal communication skills, with a strong ability to explain technical concepts clearly to non-technical users, are essential. Strong problem-solving abilities, patience, and a genuine passion for helping customers are paramount. Familiarity with CRM software (e.g., Zendesk, Salesforce Service Cloud) and help desk ticketing systems is a must. This is a fully remote opportunity, perfect for an experienced support professional seeking autonomy and impact.

Our client is looking for a dedicated Senior Customer Support Specialist to join our growing team. This position is primarily remote, offering flexibility while ensuring exceptional service to our customers in Austin, Texas and beyond. You will be responsible for handling complex customer inquiries, troubleshooting technical issues, and providing solutions that exceed customer expectations. Key duties include responding to customer requests via phone, email, and chat; documenting all interactions accurately; escalating unresolved issues to appropriate departments; and contributing to the development of support resources and knowledge base articles. The ideal candidate will have at least 4 years of experience in a customer support or helpdesk role, with a strong understanding of customer service principles and best practices. Excellent communication, problem-solving, and empathy skills are essential. Experience with CRM software and ticketing systems is required. You should be able to work independently, manage your time effectively, and thrive in a fast-paced environment. This role requires a proactive approach to customer satisfaction and a commitment to continuous improvement. We offer a collaborative team environment and opportunities for professional growth.

Our client is seeking empathetic and highly communicative Remote Customer Support Specialists to join their fully remote team. This position is crucial for providing exceptional assistance to customers, resolving inquiries, and ensuring a positive brand experience. You will be the primary point of contact for customers, offering support through various channels including phone, email, and chat.

Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, and live chat.
• Identify customer needs, clarify information, research issues, and provide effective solutions.
• Troubleshoot and resolve customer issues, escalating complex cases to appropriate departments when necessary.
• Maintain detailed and accurate records of customer interactions, transactions, comments, and complaints using CRM software.
• Educate customers on product features, services, and policies.
• Process orders, forms, applications, and requests accurately.
• Follow communication procedures, guidelines, and policies.
• Strive to meet and exceed individual, team, and departmental goals for customer satisfaction and resolution times.
• Contribute to the development of FAQs and knowledge base articles to improve self-service options.
• Provide feedback on customer experience and potential product/service improvements.
• Stay up-to-date on product knowledge and company updates.
• Manage your workload effectively to ensure all customer needs are addressed in a timely manner.

Qualifications:

• High school diploma or equivalent; associate's or bachelor's degree preferred.
• Proven customer support experience, preferably in a remote or call center environment.
• Excellent verbal and written communication skills.
• Strong active listening skills and empathy.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to multitask, prioritize, and manage time effectively.
• Strong problem-solving skills and ability to think on your feet.
• High degree of computer literacy and comfort with various software applications.
• Ability to work independently and maintain productivity in a home office environment.
• Reliable high-speed internet connection and a dedicated, quiet workspace.
• Flexibility to work various shifts, including evenings and weekends, as required.
• A positive attitude and a passion for helping others.

This fully remote role offers the opportunity to be part of a supportive team and make a real difference in customer satisfaction, all from the comfort of your own home. If you are a customer-focused individual with excellent communication skills, we encourage you to apply.

Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic, fully remote team. In this pivotal role, you will be the primary point of contact for customers, providing exceptional support and resolving complex inquiries with efficiency and empathy. You will be instrumental in maintaining high levels of customer satisfaction by addressing technical issues, guiding users through product functionalities, and escalating unresolved problems to appropriate departments.

Responsibilities:

• Provide comprehensive support to customers via email, live chat, and phone, addressing a wide range of inquiries related to our client's products and services.
• Diagnose and troubleshoot technical issues, offering clear and concise solutions.
• Escalate complex customer issues to the relevant internal teams (e.g., engineering, product) for further investigation and resolution, acting as a liaison between the customer and internal support.
• Develop and maintain a deep understanding of our client's products, services, and policies to effectively assist customers.
• Contribute to the creation and improvement of helpdesk documentation, FAQs, and knowledge base articles.
• Identify trends in customer inquiries and provide feedback to the product and engineering teams to drive improvements.
• Mentor and train junior support specialists, sharing best practices and product knowledge.
• Ensure all customer interactions are logged accurately and efficiently in the CRM system.
• Participate in regular team meetings and training sessions to stay updated on product changes and support procedures.
• Proactively identify opportunities to improve the customer experience and internal support processes.

Qualifications:

• Proven experience in a customer service or helpdesk role, with at least 2 years in a senior or lead capacity.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Strong problem-solving and analytical skills, with a knack for identifying root causes.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.
• A patient, empathetic, and customer-centric approach.
• Bachelor's degree in a relevant field or equivalent practical experience.
• Experience in (Industry Specific - e.g., SaaS, Software) is a plus.

This is a fantastic opportunity to grow your career in customer support within a thriving organization that values its employees and fosters a collaborative remote work environment. The role is based in Austin, Texas, US , but operates on a fully remote basis, offering flexibility and work-life balance.

Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Austin, Texas, US . This role is pivotal in ensuring exceptional customer satisfaction through prompt, effective, and empathetic communication across various channels, including phone, email, and live chat. The ideal candidate will possess a deep understanding of customer service principles and a proven ability to troubleshoot complex issues.

Responsibilities:

• Provide advanced technical support and solutions to customers experiencing issues with our client's products and services.
• Analyze customer feedback and trends to identify areas for improvement in products and support processes.
• Train and mentor junior support staff, sharing best practices and product knowledge.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Escalate unresolved issues to appropriate departments, ensuring clear documentation and follow-up.
• Collaborate with product development and QA teams to report bugs and suggest feature enhancements based on customer interactions.
• Act as a point of contact for high-profile clients, ensuring their needs are met with priority.
• Monitor support queues and ensure adherence to service level agreements (SLAs).
• Contribute to the continuous improvement of customer service operations.

Qualifications:

• Minimum of 3 years of experience in a customer service or helpdesk role, with at least 1 year in a senior or lead capacity.
• Strong technical aptitude and ability to quickly learn new software and systems.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in using CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to work effectively both independently and as part of a team.
• Bachelor's degree in a related field or equivalent practical experience.
• Experience in managing challenging customer escalations.
• A passion for delivering outstanding customer experiences.

This is a fantastic opportunity to join a growing organization and make a significant impact on customer success. Our client values a collaborative work environment and offers competitive compensation and benefits. The role requires a presence in the Austin, Texas, US office a few days a week, with flexibility for remote work on other days.

Our client, a rapidly expanding tech company, is seeking an experienced and empathetic Lead Customer Support Specialist to join their team in **Austin, Texas, US**. This pivotal role involves overseeing daily support operations, mentoring a team of support agents, and ensuring the highest levels of customer satisfaction. The ideal candidate will have a strong background in customer service, exceptional problem-solving abilities, and a passion for delivering outstanding support experiences. You will be instrumental in developing and refining support processes, training new team members, and acting as a point of escalation for complex customer issues. This position requires a proactive approach to identifying and addressing customer needs, as well as contributing to the continuous improvement of our client's customer service strategy.

Responsibilities:

• Lead and manage a team of customer support representatives, providing guidance, training, and performance feedback.
• Oversee daily support operations, ensuring efficient and timely resolution of customer inquiries via phone, email, and chat.
• Develop and implement best practices and standard operating procedures for the customer support function.
• Act as a primary escalation point for complex customer issues, providing expert resolution.
• Monitor customer satisfaction metrics and implement strategies to improve service quality.
• Identify trends in customer issues and collaborate with product and engineering teams to address root causes.
• Train new support agents on products, services, and customer service protocols.
• Maintain a deep understanding of our client's products and services to provide accurate information.
• Contribute to the knowledge base and support documentation.
• Champion a customer-centric culture within the support team and the wider organization.

Qualifications:

• Associate's or Bachelor's degree in a related field, or equivalent practical experience.
• 3+ years of experience in customer support, with at least 1 year in a lead or supervisory role.
• Proven ability to effectively manage and motivate a support team.
• Exceptional communication, active listening, and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Proficiency with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Experience in troubleshooting technical issues is a plus.
• Ability to remain calm and professional under pressure.
• A passion for customer advocacy and service excellence.
• Experience developing support documentation and training materials.

This is a fantastic opportunity to lead and inspire a customer support team in a growing technology firm.

**Description**
**Introduction**
Last year our HCA Healthcare colleagues invested over 156,000 hours volunteering in our communities. As a Practice Support Specialist with Parallon you can be a part of an organization that is devoted to giving back!
**Benefits**
Parallon offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:
+ Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
+ Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
+ Free counseling services and resources for emotional, physical and financial wellbeing
+ 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
+ Employee Stock Purchase Plan with 10% off HCA Healthcare stock
+ Family support through fertility and family building benefits with Progyny and adoption assistance.
+ Referral services for child, elder and pet care, home and auto repair, event planning and more
+ Consumer discounts through Abenity and Consumer Discounts
+ Retirement readiness, rollover assistance services and preferred banking partnerships
+ Education assistance (tuition, student loan, certification support, dependent scholarships)
+ Colleague recognition program
+ Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
+ Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.
Learn more about Employee Benefits ( Eligibility for benefits may vary by location._**
Would you like to unlock your potential with a leading healthcare provider dedicated to the growth and development of our colleagues? Join the Parallon family! We will give you the tools and resources you need to succeed in our organization. We are looking for an enthusiastic Practice Support Specialist to help us reach our goals. Unlock your potential!
**Job Summary and Qualifications**
Seeking a Practice Support Specialist, to handle inquiries from Physician Service Group (PSG) Practices, reviews account information, takes appropriate actions to resolve inquiries, and enters actions into the appropriate system. The Practice Support Specialists provide resolution of calls, emails, tickets and service requests created by the Practices and Patient Support. This job has regular contact with internal and external customers and requires regular outreach to practice users. This role provides technical and job aid support for practice management systems users via phone and screen share. Support Specialists identify gaps in user knowledge and provide system training as appropriate with job aids referenced. The request requires a detailed analysis of patient accounts to ensure appropriate actions are taken to resolve inquiries with accurate documentation in the required applications in a timely fashion. If a request is not resolved by practice support, the practice support specialist knows where to route tickets following a ticket routing knowledgebase. We are an amazing team that works hard to support each other and are seeking a phenomenal addition like you. We want you to apply today!
**W** **hat you will do in this role:**
+ Receive incoming calls, emails and other electronic inquiriesfromPSGPhysician Practices
+ Assessing the needs of the end user to ensure the user understands the actions needed to resolve patient account issues
+ Research, interpret, explain and apply information from training materials to practice users including processes, policies, and procedures
+ Complete the research necessary to appropriately root cause and respond to customer inquiries,requests, issues, and complaints in accordance with department policies and procedures
+ Create and modify basic adhoc reports using standard reporting tools for the platforms supported
+ Follow up with other support staff, service resources, and departments involved in resolution to ensure issues are resolved, requests are filled, and the customer communication is complete
+ Documents inquiry and actions taken into the appropriate system
+ Educate Practices as necessary on Physician Practice Management software, Physician Support Center (PSC) and PSG processes, policies,and procedures
+ Maintain an in-depth understanding best practices for operational workflows in order to support practice users
+ Maintain working knowledge of workflow,systems, and tools used at the Practices
+ Create a positive experience and build strong relationships through deep problem understanding, ensuring timely resolution orescalation, communicating promptly on progress, and handling customerswith a consummately professional attitude
+ Ensure the end-to-end customer experience and provide a single point-of-contact for the customer
+ Meet and maintain established departmentalperformance metricsforproduction and quality
+ System knowledge of EPIC, Meditech, Cerner, eCW and Experity and other revenue cycle systemssuch as OnBase, Patient Keeper, eDPR and Artiva
+ Communicate/escalate issues to team leads to promptly and effectively address issues as needed
+ Clearly document and assign request to supporting departments
**W** **hat qualifications you will need:**
+ Minimum 1 year related healthcare experience required, preferably related to Physician Practices
+ Experience working in a contact center environment preferred
"
**Parallon** provides full-service revenue cycle management, or total patient account resolution, for HCA Healthcare. Our services include scheduling, registration, insurance verification, hospital billing, revenue integrity, collections, payment compliance, credentialing, health information management, customer service, payroll and physician billing. We also provide full-service revenue cycle management as well as targeted solutions, such as Medicaid Eligibility, for external clients across the country. Parallon has over 17,000 colleagues, and serves close to 1,000 hospitals and 3,000 physician practices, all making an impact on patients, providers and their communities.
HCA Healthcare has been recognized as one of the World's Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.
"
"There is so much good to do in the world and so many different ways to do it."- Dr. Thomas Frist, Sr.
HCA Healthcare Co-Founder
Be a part of an organization that invests in you! We are reviewing applications for our Practice Support Specialist opening. Qualified candidates will be contacted for interviews. Submit your application and help us raise the bar in patient care!
We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.