Customer Support Specialist II

Ensora 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. Our unmatched expertise, partnership, and breadth of products allow us to fine-tune solutions that meet the specific needs of everyone from solo practitioners to larger practices. With AI-enabled solutions that span practice management to electronic medical records and e-prescribing to billing, we help eliminate administrative complexity and create harmony between therapists, their clients, and the whole healthcare community. Job Description 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 deliver an exceptional support experience. This role works across technical troubleshooting, workflow guidance, and cross‑functional collaboration to ensure customer issues are resolved thoroughly and efficiently. The ideal candidate is customer‑focused, analytical, and comfortable working in a modern, technology‑enabled support environment—using intelligent tools, automation, and data‑driven insights to diagnose issues, improve workflows, and continuously strengthen the support ecosystem at Ensora Health. What You’ll Do Provide Advanced Technical Support: Deliver technical assistance across multiple channels, including email, chat, phone, ticket queues, and offshore escalations, resolving non‑generic and complex customer issues. Troubleshoot with Precision: Research, diagnose, and resolve advanced technical, application, data, and account‑related issues by asking clarifying questions, identifying root causes, and implementing effective solutions. Leverage Modern Support Tools: Use ticketing systems, monitoring tools, automation, and AI‑assisted diagnostics to accelerate issue resolution, identify patterns, and improve support efficiency. Serve as an Escalation Point: Act as a trusted escalation resource for Support Specialists and offshore teams, applying deep product and systems knowledge to complex cases. Guide Customers on Best Practices: Walk customers through problem‑solving steps and consult on workflow best practices to help them maximize value from Ensora Health products. Maintain Product Expertise: Develop and maintain an in‑depth understanding of Ensora Health products, industry workflows, and system integrations. Collaborate Cross‑Functionally: Partner closely with Customer Success, Services, Education, Engineering, and Product teams to resolve issues, share insights, and advocate for customer needs. Support Product Quality: Participate in testing and validation of new product features and releases, providing feedback informed by real‑world customer use cases. Document and Share Knowledge: Log detailed issue information, contribute to Knowledge Base content, create technical bulletins, and develop process aids that scale support knowledge. Improve Processes: Identify trends, recurring issues, and opportunities to improve internal processes and customer‑facing workflows through better documentation, tooling, or automation. Mentor and Enable Teams: Mentor offshore support teams, provide product training, and review escalated cases to deepen shared product knowledge. Meet Service Standards: Ensure inquiries are resolved within established SLAs while meeting productivity and customer satisfaction goals. Support Agile CX Work: Contribute to agile initiatives across the broader Customer Experience organization and support ongoing operational improvements. Additional Duties: Perform other related duties as assigned, including occasional travel for training or annual meetings. What You Bring Excellent written, verbal, and listening communication skills, with the ability to explain technical concepts clearly. Strong customer relationship skills with the ability to build trust, rapport, and confidence. Ability to manage multiple priorities in a fast‑paced, remote‑friendly environment. Demonstrated ability to work cross‑functionally with teams such as Engineering, Product, Customer Success, and Services. Strong reasoning and analytical skills, including the ability to define problems, analyze data, and draw sound conclusions. Proven experience resolving complex production issues through methodical troubleshooting. 3–5 years of customer service experience. 2–5 years of technical support experience. 2–5 years of software or SaaS support experience. Comfort using modern support platforms, automation, and AI‑assisted tools to diagnose issues and improve efficiency. 1–3 years of remote work experience (preferred). Medical billing or healthcare software experience (preferred). Additional Information While we've outlined some key qualities we typically seek, it's essential to remember that there might be additional unique strengths and talents you possess that would make you an exceptional match for us, even if they're not explicitly mentioned. Studies have consistently highlighted the significance of this principle, particularly for individuals from disenfranchised backgrounds, including women and other marginalized groups. These individuals often hesitate to apply unless they meet every single requirement, unlike their male counterparts who are more inclined to apply when they meet around 60% of the criteria. The message we want to convey is that taking a leap of faith and applying can be incredibly rewarding. Your distinct abilities and perspectives could be exactly what we need to create a more diverse and inclusive team. So, don't hesitate—apply today and let's explore the exciting possibilities together! All your information will be kept confidential according to EEO guidelines. At En sora Health , Diversity, Equity, Inclusion, and Belonging aren’t just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do. We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community. ​ ​We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status. Ensora Health is an equal opportunity employer.