Quick Snapshot

Salary: $50,000 – $60,000

Firm: CRIO

Location: Remote

Work Schedule: Flexible schedule

Language: English

Responsibilities

• Identify and troubleshoot common client incidents.
• Research issues using CRIO resources and test solutions in sandbox environments.
• Document incidents, workarounds, and resolutions for future reference.
• Escalate complex technical issues as needed.
• Work with Customer Experience (CX) teams to highlight critical client concerns.
• Coordinate with the Product Team to escalate support tickets requiring Engineering intervention.
• Develop expertise in CRIO systems, completing all required modules and certifications.
• Reference standard operating procedures (SOPs) to guide client interactions.
• Provide client support via LiveChat, email, and direct communication.
• Engage in internal communications via Slack, email, meetings, and JIRA boards.
• Continuously refine customer engagement and troubleshooting communication skills.

Benefits & Perks

• Work from anywhere
• Unlimited PTO
• 401k company match
• Healthcare
• Dental
• Vision (Company Paid 100%)
• Life insurance
• Professional development
• Work From Home Expense Reimbursement

Required Skills

• A strategic thinker with strong analytical and research skills who can use data and resources to find solutions
• Strong organizational and time management skills.
• Flexible schedule
• Experience working with offshore support resources preferred
• Highly self motivated
• Has worked with remote teams and effective communication in a digital/remote landscape
• Excellent written and verbal communication abilities.
• Ability to multitask and work efficiently in a team-oriented environment.

Experience/Training

• Demonstrated career progression, including leadership impact
• Enterprise (B2B) Client Support experience with a SaaS product; ideally in IT/Healthcare IT landscape
• 2-5 years of experience in Technical Support, Customer Support/Success

Equal Employment Opportunity

We’re proud to be an equal opportunity employer and welcome our employee’s differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Difference makes us better. Join us.

Salary Range – $50,000-$60,000

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