Customer Support Specialist

Customer Support and QA SpecialistLocation: Richardson, TX (Hybrid – minimum 2 days per week in office)Company: Leap MetricsOverviewWe are accepting applications for the Customer Support and Quality Assurance Specialist position to work on a product that helps improve the health of our population.Do you enjoy working with leading-edge technologies?Be part of a fast-moving, fast-growing, innovative technology team.Directly improve the daily lives of tens of thousands of our neighbors?If so, please contact us!Who We AreLeap Metrics is headquartered in Richardson, TX. We are a healthcare analytics and care management software company founded to improve health outcomes, lower the cost of care, and improve regulatory compliance. Our software platform is called Sevida, which stands for “In the service of human lives”. We are on a mission to leverage technology to serve populations with chronic healthcare needs.We are a company of experienced technologists; a passionate, dedicated group of developers, designers, client advocates, and entrepreneurs. Our team has some of the best enterprise software minds in the technology industry.To learn more about us, please visit our website at http://leapmetrics.ioWhy Work for Leap Metrics?MEANINGFUL MISSION – Empowering health providers to focus on careFULFILLMENT – Make an impact by building a meaningful productLEADING EDGE TECHNOLOGY – Advance your technical skills by working with the latest and most innovative technology.COMPANY CULTURE: - team-oriented, collaborative, supportive, innovativeWe are accepting applications for a Customer Support and QA Specialist position to manage the processes of a product that helps improve healthcare.Do you enjoy working with leading-edge technologies?Do you want to join a fast-moving, fast-growing, innovative technology team?Do you have a passion for products that directly and positively impact human lives?What You Will DoConsult with customers to handle inquiries and troubleshoot technical issues with Leap Metrics Sevida platform.Monitor Help Desk tickets and respond to customer issues and questions promptly, with a customer service mindset.Duplicate customer-reported issues and log issue detailsCreate tickets in the internal issue tracking system for the engineering teamConduct technical platform research for customers and respond via phone/Zoom, email, and our internal client support system.Accurately document and update customer records based on interactions.Develop and maintain a knowledge base of the evolving products and services.Create training videos for new product featuresTrain customers on the Sevida platformAssist in testing Sevida solutionsConduct quality assurance on product releasesParticipate in product planning meetingsMeet targets set for response time, resolution time, and customer satisfaction.Desired Skills and RequirementsBachelor’s Degree, technical support, and technical troubleshooting experience.Demonstrable 3+ years of previous experience in SaaS customer serviceExperience with healthcare IT systems, such as EHR systems, is preferredFamiliarity with cloud-based deployment models is helpful but not required.Familiarity with SQL databases is helpful but not required.Ability to build test automation scripts to mirror manual testing using tools like PlaywrightFamiliarity with customer support tools such as Zendesk, Freshdesk, JIRA, Salesforce, or equivalent.Experience performing User Acceptance and Regression Testing in technical product suites is a plusKnowledge of healthcare compliance and HIPAA is a plusSuperior verbal and written (documentation) communication skills; ability to clearly communicate with internal team members and customers alike.Proven ability to learn new technology quickly and effectivelyAbility to work on multiple client projects/products and technologies concurrentlyExperience working with teams distributed globallySelf-starter with highly developed critical thinking skills and a demonstrated ability to think creatively and practically when troubleshooting and resolving issues.Operates with a sense of urgency and is comfortable working in a fast-paced environment.A proactive problem solver with the ability to manage multiple tasks and priorities.A team player who can work collaboratively across functions while maintaining a customer-first approach.Ability to travel as needed (less than 10%).US work authorization required (visa sponsorship not available).Compensation & BenefitsCompetitive salary (commensurate with experience).Comprehensive benefits package.Hybrid work flexibility with collaborative office culture.LocationUS only - Richardson, TexasHow to ApplyIf you are passionate about healthcare technology and excited to make a real impact, we’d love to hear from you!