Customer Support Specialist

Job Title: Customer Support Specialist (Full-Time, Virtual) at Creative Health Care Insight Reports to: Chief Technology Officer Salary: $40,000-$60,000 Annual, depending on experience Position Summary: Creative Health Care Insight (CHCI) is seeking a highly organized, self-directed Customer Support Specialist to support users of our proprietary software platform. Key Responsibilities: Customer Support & Communication • Provide timely, professional support to clients via email, text, and phone • Clearly explain platform functionality, workflows, and best practices to users with varying levels of technical comfort • Build trusted relationships with clients through calm, clear, and solution-focused communication Platform Knowledge & Training • Learn and maintain deep working knowledge of the CHCI software platform • Instruct users on correct platform use and troubleshoot user-reported issues • Create and maintain training materials, including written documentation and short instructional videos, for new and existing features Issue Triage & Workflow Management • Independently manage a high volume of support requests using CHCI’s internal ticketing system • Prioritize tasks effectively while balancing urgent client needs and longer-term improvements • Accurately categorize issues as: o User error o Training or documentation gap o Feature request o Software bug • Route issues to the appropriate internal team (development, training, leadership) with clear documentation and context Cross-Functional Collaboration • Communicate effectively with the development team to report bugs, clarify requirements, and provide user feedback • Support continuous improvement of the platform by identifying recurring issues and recommending process or training enhancements Required Qualifications: • Strong written and verbal communication skills • Highly organized, self-motivated, and able to work independently • Comfortable managing multiple priorities in a fast-paced environment • Ability to learn new software systems quickly and explain them clearly to others • Experience using ticketing or t...