About Us
CipherHealth is an award winning software company committed to enhancing care coordination and outcomes across the continuum. Since 2009, CipherHealth’s automated, scalable platform has empowered healthcare organizations to engage patients and care teams at every touchpoint, streamlining workflows and improving experiences. With tailored communication solutions powered by AI and deep integrations, CipherHealth drives better clinical results, operational efficiency, and financial sustainability, transforming healthcare one interaction at a time.
Customer Support Specialist
As a CipherHealth Customer Support team member you will be a resource for our customers and a key technical resource internally. You will be responsible for solving end user support tickets, directly assisting nurses and doctors out in the field using CipherHealth solutions. You will also have the opportunity to collaborate with different departments internally to improve the customer experience, to configure different product solutions, and to ensure projects are delivered on time. We are a highly collaborative, good-humored, and hardworking team who cares about using technology to improve patients’ lives.
Responsibilities
- Address customer queries accurately and efficiently, leveraging your subject matter expertise in CipherHealth solutions
- Facilitate superior customer communication, prioritizing assignments to meet urgent deadlines
- Prepare comprehensive procedures in an easily-digestible format for team reference
- Configure our solutions using the CipherHealth platform for different customer use cases
- Collaborate with the Customer Success and Product teams in the development and design of creative solutions
- Create both customer-facing and internal collateral supporting our solutions
Requirements
- Adept problem-solving skills with the ability to deconstruct advanced concepts
- Exceptional attention to detail and unwavering commitment to excellence
- Strong understanding of CRM systems (Familiarity with Salesforce Service Cloud is a bonus)
- An enthusiastic mindset for delivering outstanding support experience to our customers via email and phone channels
- Comfort in coordinating and delivering on numerous technical projects with varied stakeholders
- Innovative thinking with the capacity to determine (in technical terms) diverse stakeholders' requirements
- Independent working style, capable of making informed decisions with minimal supervision
- Stellar teamwork attitude with effective written/verbal communication skills; ability to connect with both technical and non-technical teams, demonstrating strong empathy and evaluating risks
Nice-to-haves
- Familiarity with SaaS-based technologies
- Prior work experience in a user-facing support team
- Experience in executing data interfaces and integrations, including SFTP, HL7, SSO, etc.
Base Compensation: $72,000 -$80,000
How We Invest In You
- Healthcare that begins on your first day:
- Generous company-funding of our health, vision, and dental plans
- HSA/FSA plans
- Short and Long-Term Disability
- Life and Personal Accident Insurance
- $40 monthly wellness stipend you can use towards any wellness, fitness, and wellbeing purchases
- Employee Assistance Program (EAP)
- Adoption Assistance
- Retirement: 401(k) at three months of employment — with a match upon enrollment!
- Time away:
- Discretionary PTO + 13 paid holidays
- Parenthood: Competitive paid parental leave and flexible return to work policy
- Recognition:
- Generous Employee Referral Program - earn cash for each employee referral that is hired
- Yearly Cipher-versary stipend
- Ci-Phives - receive public kudos and gift cards from peers and managers
- Culture:
- CARE2 Values
- Monthly All Teams Meetings
- Employee Resource Groups such as Rainbow Room and BIPOC Group
- Internal Webinars and robust onboarding / training programs
- Remote-first team: $50 per month reimbursement in your check for WFH expenses
- You’ll receive a new Macbook laptop, other hardware, and company swag upon hire
Top Skills
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