Quick Snapshot

Job Type: Full-time

Salary: $21.00 – $26.00 per hour

Firm: PIMSY EHR

Location: Remote

Language: English

About us

PIMSY is one of the most comprehensive EHRs for mental and behavioral health agencies in the US. With nearly 20 years of experience, we serve thousands of clinicians and over 1 million active patients. We’re a small, distributed team who are passionate about working together well and serving our customers.

About the position

This is a full-time, remote position for a Support Specialist to join our growing team. We have a small team of capable, customer-focused, problem-solving specialists dedicated to solving our customer’s issues and concerns.

While this position involves typical support workflows, including answering phone calls, chat messages, and managing support tickets, the overall volume of those requests is relatively low. You will spend your time answering phone calls, responding to support inquiries, building custom forms for customers, leading live trainings, creating training materials for customers, and reaching out proactively to customers to see how you can support them.

About you

We are looking for someone who is a motivated self-starters, someone who is quick to learn technology, and who has a natural ability to help customers and provide excellent service. You care about efficiency, thorough research, and enjoy learning new processes and software tools, and building relationships with customers.

You work fast, you communicate professionally with customers, but you keep your personality in the mix. Our customers love PIMSY because our team is dedicated, knowledgeable, and because they care about the work they do as they support therapists and counselors.

• Respond to customer inquiries via phone, email, and chat promptly and professionally
• Diagnose and troubleshoot software-related issues, owning the resolutions, and only escalating complex problems to higher-level support when necessary
• Lead customer trainings via video, phone calls, and screenshares
• Create custom EHR configurations and build custom forms for customers
• Document customer interactions in appropriate systems and CRM
• Support maintaining and updating PIMSY’s knowledge base with support documentation
• Schedule and lead regular check-in calls with assigned customers
• Collaborate with Implementation to ensure smooth onboarding of new customers
• Identify recurring pain points or product gaps and provide feedback to leadership

What We’re Looking For

• Prior experience in a remote customer support role
• Prior experience in behavioral health and/or software support
• Strong problem-solving and troubleshooting skills with ability to guide non-technical users through technical issues
• Experience working with ticketing/help desk software (e.g., Zendesk)
• Excellent written and verbal communication skills with the ability to simplify complex issues for end users
• Detail-oriented with strong documentation skills
• Positive attitude and communication style
• Strong documentation and organizational skills
• Excellent communication and interpersonal skills
• Bonus: Knowledge of mental and behavioral health industry (e.g. billing/coding, clinical experience, or experience working in mental health offices)
• Bonus: Prior experience working in EHRs

Note: Our team works across numerous states in the US. We are open to candidates from across the country, but we may give preference to candidates who are located in states we already have employees in.

Job Type: Full-time

Pay: $21.00 – $26.00 per hour

Benefits:

Dental insurance

Health insurance

Paid time off

Application Question(s):

1. Do you have professional experience in behavioral health or EHRs?
2. Do you have prior experience in healthcare-related support roles? Please expand below:
3. What are your compensations requirements?

Experience:

• Customer support: 1 year (Required)

Glassdoor is handling all recruitment for this role. If this opportunity excites you, head over to Glassdoor and APPLY TODAY.