Client Support Analyst 2

Job Function: 

The Client Support Representative II (CSR II) serves as a primary point of contact for customers utilizing Custom Health’s applications and services. This role is responsible for delivering high-quality technical and customer support by providing product guidance, troubleshooting issues, and ensuring timely resolution of user concerns. 

The CSR II supports a diverse group of stakeholders, including application users, healthcare partners, pharmacies, and patients. This role requires the ability to clearly communicate technical information to both technical and non-technical audiences while maintaining a professional and customer-focused approach. 

When issues extend beyond the CSR II’s scope, such as those requiring advanced troubleshooting or access to backend systems, the CSR II coordinates closely with CSR III team members or Application Support Specialists to ensure efficient resolution. Additionally, the CSR II handles escalated patient and application issues from CSR I staff and provides guidance and mentorship to junior team members. 

Support is primarily delivered via phone and email, with potential expansion to additional communication channels such as chat. The CSR II also participates in an after-hours support rotation to address urgent issues that cannot wait until the next business day.

Core Responsibilities: 

• Handle initial support of reported application issues, potentially involving functionality, hardware, or software problems. 
• Gather information to support successful resolution of an issue.  This may include, but is not limited to, screenshots, log files, patient or file identifiers. 
• Research possible solutions, using available resources (e.g., knowledgebases, existing support tickets, Gitlab tickets). 
• Resolve issues where identified resolution steps are documented and within the CSR II scope 
• Escalate issues to senior staff when additional assistance is needed to determine the cause of the issue or resolution of the issue requires environment/data access beyond the scope of the CSR II role. 
• Act as a liaison between a customer and 3rd party (e.g., pharmacy and packager vendor), when coordination is required for issue troubleshooting. 
• Assist CSR I staff with escalated issues they are not able to resolve. 
• Be knowledgeable on the Client Services departmental SLA’s, service, and escalation processes. 
• Maintain strong knowledge of the company’s products and escalation procedures. 
• Additional duties, as assigned by supervisor. 

Knowledge, Skill, and Ability Requirements: 

• Able to effectively communicate both verbally and in writing in English. 
• Strong verbal and written communication skills, with the ability to explain technical concepts clearly.  
• Demonstrated problem-solving and troubleshooting abilities in a technical support environment.  
• Ability to manage multiple priorities and work effectively in a fast-paced setting.  
• Strong customer service orientation with a focus on delivering a positive user experience.  
• Ability to work both independently and collaboratively within a team.  
• Familiarity with healthcare, pharmacy operations, or health technology systems is an asset.  
• Proficiency in using support tools, ticketing systems, and knowledge management platforms. 

Education Requirements: 

• Post-Secondary Degree or Diploma in Computer Science preferred or an acceptable combination of education and relevant experience required. 

Physical Requirements: 

• Ability to work at a computer workstation for extended periods of time. 

Required Licenses & Certification: 

• None required 

Background Check Requirements: 

• Must successfully complete a basic background check with eligibility to access Protected Health Information (PHI).