Technical Support Specialist

Technical Support Specialist Location: Philadelphia, PA 19130 Salary: $45,000 - $55,000 per year Job Type: Full-time, Direct Hire Hybrid Schedule Available once Trained 360 Talent Avenue is seeking a Technical Support Specialist for our client, a dynamic SaaS company in the healthcare education industry. This is a permanent role where you will help improve healthcare workforce efficiency through innovative software solutions. If you're passionate about supporting clients, providing excellent customer service, and thrive in a fast-paced startup environment, we encourage you to apply. What You'll Do: Serve as the Main Point of Contact for Clients: You will be the go-to person for all incoming support requests, responding promptly to inquiries via email, phone, or chat. This includes troubleshooting technical issues, answering questions about product features, and providing guidance on best practices. Manage and Prioritize Support Tickets: Efficiently manage a high volume of support requests, ensuring timely resolution. You'll assess the urgency and complexity of each issue, escalating to the appropriate teams when necessary. Onboard New Clients: Guide new clients through the onboarding process, ensuring they are well-equipped to use the software effectively. This includes personalized training sessions, detailed product demonstrations, and answering any questions that arise during the setup phase. Collaborate with Internal Teams: Work closely with product, development, and sales teams to relay client feedback, technical challenges, and feature requests. Your insights will help shape product enhancements and improve the overall customer experience. Deliver Product Demos and Training: Conduct regular product demonstrations for new and existing clients, ensuring they understand the full capabilities of the software. Tailor your approach to meet the specific needs of each client, ensuring clarity and comprehension. Proactively Engage with Clients: Conduct regular check-ins to build strong client relationships, uncover potential issues early, and offer solutions to enhance their experience. Identify upsell and cross-sell opportunities based on client needs and feedback. Develop Support Resources: Assist in creating and maintaining user-friendly documentation, including product guides, FAQs, and knowledge base articles to empower clients to resolve common issues independently. Promote Brand Awareness: Participate in conferences, trade shows, and industry events to represent the company, promote the software solutions, and build relationships with potential clients and industry influencers. What Makes This Role Exciting: As a part of a fast-paced, startup environment, you'll play a crucial role in a company that values collaboration, adaptability, and innovation. You'll need to be someone who thrives in a changing environment and embraces new challenges with enthusiasm. If you enjoy working closely with clients and internal teams to make an impact, this is the place for you. Qualifications: Previous experience in a high-level customer support role, preferably in healthcare or software, with a track record of delivering exceptional customer service. Excellent communication and presentation skills, with the ability to engage and build strong relationships with clients. Ability to explain technical concepts to non-technical users in a clear and concise manner. Strong problem-solving and analytical skills, with the ability to multitask and prioritize in a fast-paced environment. Self-driven, proactive, and accountable, with a strong sense of ownership over client satisfaction. Bachelor's degree in a related field is required. Benefits: Health, Dental, and Vision Insurance Paid Time Off (PTO) Hybrid schedule option If you are motivated by supporting clients and solving challenges in a growing and fast-paced startup environment, this is the perfect role for you Apply now to be part of a company that is reshaping healthcare education. 360 Talent Avenue is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment decisions are based on qualifications, merit, and business needs. 360 Talent Avenue complies with California's Fair Chance Act. We will consider for employment qualified applicants with arrest and conviction records in accordance with applicable law.