Product Support Specialist

Job Description:

Saisystems Health is seeking a Product Support Specialist to join our amazing team! This individual will lead our client support team. This role involves managing client interactions, resolving technical and usage issues, and ensuring a high level of customer satisfaction. The ideal candidate will have a strong background in software support (SAAS and helpdesk), an understanding of the healthcare industry, and excellent leadership skills.

Job Responsibilities:

• Lead and manage a team of client support specialists to provide exceptional support to healthcare providers and administrators using our software.
• Develop and implement client service protocols to ensure effective problem resolution and customer satisfaction.
• Train team members on healthcare-specific regulations and compliance requirements relevant to our software products.
• Collaborate with the development team to relay client feedback and help tailor solutions to meet healthcare industry needs.
• Monitor performance metrics and conduct regular reviews to improve service quality.
• Manage client escalations and ensure all support inquiries are resolved in a timely and professional manner.
• Foster a culture of continuous improvement by implementing feedback loops with clients and adapting support strategies accordingly.
• Ensure compliance with HIPAA and other healthcare industry standards in all client interactions.

Qualifications:

• Bachelor’s degree in Information Technology, Healthcare Administration, or related field.
• Minimum of 5 years experience in client support or customer service, with at least 2 years in a managerial role.
• Strong understanding of software support systems and troubleshooting techniques.
• Prior experience in the healthcare industry, with a good grasp of healthcare workflows and compliance regulations.
• Excellent communication and interpersonal skills.
• Proven ability to lead and motivate a team.
• Strong problem-solving skills and attention to detail.
• Experience with CRM software and support ticketing systems.
• EHR and Clinical Implementation experience is preferred

This position offers competitive compensation, opportunities for professional growth, and a dynamic work environment. If you have a passion for delivering exceptional customer care and possess the required skills, we invite you to apply for this rewarding opportunity.

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Compensation package:

• Bonus opportunities
• Performance bonus
• Yearly pay

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• client support: 5 years (Required)
• SaaS: 5 years (Required)
• Clinical Helpdesk Support: 5 years (Required)
• EHR systems: 3 years (Required)
• Digital Healthcare Tools and Products: 3 years (Required)

Ability to Relocate:

• Shelton, CT 06484: Relocate before starting work (Required)

Work Location: In person