Ensora Health · 22 hours ago
Customer Support Specialist II
United States
Full-time
Remote
Mid Level
3+ years expEnsora 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. The Customer Support Specialist II serves as a key escalation point within the Customer Support team, leveraging deep product expertise to resolve complex customer issues and improve the support experience.
Electronic Health Record (EHR)Health CareSoftware
Responsibilities
Provide technical assistance and support for incoming queries across multiple channels
Troubleshoot and resolve non‑generic, complex issues requiring deep product and systems knowledge
Research, diagnose, and respond to end‑user issues received through email, chat, phone, ticket queues, and offshore escalations
Ask clarifying questions to identify root causes and implement effective solutions
Maintain extensive understanding of Ensora Health products and industry workflows
Walk customers through problem‑solving steps and consult on workflow best practices
Partner closely with Support Specialists, Customer Success, Services, Education, Engineering, and Product teams
Participate in testing and validation of new product features and releases
Log issue details for documentation and follow up to ensure complete resolution
Meet productivity and customer satisfaction goals
Identify opportunities to improve internal processes and customer‑facing workflows
Advocate for customer needs and represent their voice internally
Support Knowledge Base growth through content creation, technical bulletins, and process aids
Mentor offshore support teams and provide product training when needed
Review escalated cases weekly to deepen product knowledge
Ensure inquiries are resolved within established SLAs
Troubleshoot data, account administration, hardware/software, and application issues
Maintain and deploy systems using automated methods
Perform occasional travel for training or annual meetings
Support agile work across the broader Customer Experience organization as needed
Other duties as assigned
Qualification
Required
Excellent written, verbal, and listening communication skills
Strong customer relations skills with the ability to build trust and rapport
Ability to manage multiple priorities in a fast-paced environment
Demonstrated ability to work cross-functionally with teams such as Development, Product, and Sales
Strong reasoning skills with the ability to define problems, analyze data, and draw valid conclusions
Proven ability to resolve complex production issues with methodical troubleshooting
3–5 years of customer service experience
2–5 years of technical support experience
2–5 years of experience in software support/SaaS
Preferred
1–3 years of remote work experience
Medical billing experience
Company
Ensora Health
Ensora Health is the leading provider of software and services for mental, behavioral, and rehabilitative health therapists, trusted by over 200,000 individual providers and more than 28,000 practices.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Lightyear Capital
2021-04-07Acquired
2018-07-24Private Equity
2018-01-01Series Unknown
Leadership Team
K
Kevin Smith
General Manager
Recent News
2025-10-28
2024-05-19
Company data provided by crunchbase