Customer Support Specialist, Elation Health

• If you’re a highly ambitious recent graduate, driven to learn fast and make a difference for clinicians, we encourage you to apply—Elation Health offers robust onboarding and ongoing training, but be ready for a steep learning curve as you master our industry-leading products, with support from a team committed to seeing you grow and succeed
• Bachelor’s degree or equivalent professional expertise
• Proven ability to troubleshoot, multitask, and think critically—operating independently and excelling in fast-paced, high-pressure settings
• Confident, clear communicator who can distill technical issues into customer-centered solutions (phone, chat, screenshare)
• Documented success as a self-starter advocating for urgent issues impacting patient care, especially outside regular hours
• Highly empathetic, detail-oriented, results-driven; thrives on adaptability and tenacity supporting clinicians overnight

Desirable

• As an Overnight Customer Support Specialist, you’ll own outcomes that shape how clinicians deliver care—operating at the intersection of strategic advocacy and rigorous operational mastery, when support is most critical
• You are the front line for clinicians and staff during overnight and after-hours periods, leveraging Elation’s industry-leading AI-powered tools to deliver expert, multi-channel technical support for Elation’s EHR and Patient Passport applications
• Your mission: resolve complex issues quickly, build trust, and surface actionable insights to elevate care and team processes, while meeting clearly defined performance expectations
• This isn’t routine technical support
• It’s a high-touch, high-accountability role for professionals who thrive in complexity, drive measurable results, and believe in the transformative power of technology for medicine
• If you’re ready to navigate demanding expectations, own meaningful outcomes, and help move primary care forward, your next challenge is here—at Elation Health
• Deliver tier 1 technical and workflow support via email, phone, and screenshare overnight—ensuring clear, empathetic, and rapid resolution for clinicians and staff
• Utilize AI support tools to rapidly triage, diagnose, and resolve technical or workflow cases—minimizing downtime for clinicians and maximizing quality care delivery
• Independently troubleshoot, analyze, and resolve urgent, high-impact cases; escalate as needed, while maintaining ownership for customer-impacting issues
• Success in this role is measured by what you deliver—not just what you intend
• You’ll operate with clear, rigorous SLAs around (Throughput, First Response, Resolution, Next Action Day, CSAT, Internal Quality)
• Advocate for clinicians in every interaction—capturing feedback, guaranteeing action, and strengthening the craft of medicine through thoughtful support
• Identify recurring pain points and ticket trends from overnight support, recommending improvements to workflows, documentation, and product features
• Collaborate cross-functionally with Product, Engineering, Revenue Cycle Management, and Customer Success to champion process changes—pushing for clinician outcomes, even outside regular business hours
• Share emerging challenges, and technical solutions to support continuous team learning and operational advancement
• Analyze AI-generated patterns across support tickets to identify root causes and recommend targeted improvements to workflows, documentation, and product features
• Participate in overnight, weekend, and holiday on-call duties (when applicable), ensuring clinicians always have vital after-hours support
• Complete an intensive 8-week onboarding and training program focused on product knowledge, care standards, and hands-on use of AI-enabled support platforms
• Proactively learn and adapt to new AI capabilities within Elation’s support ecosystem to continuously improve case resolution speed and customer satisfaction, especially in urgent, after-hours scenarios
• Stay current on EHR, RCM, and SaaS support advancements—including use of AI-assisted tools to resolve complex or time-sensitive cases