About the job
We are looking for a Customer Support Agent to provide knowledgeable, friendly, and efficient support to mental health professionals using our EMR and practice management software.
Our customers rely on our software to manage important parts of their practices—from scheduling and client records to documentation, billing, and day-to-day practice operations. As a Customer Support Agent, you will help customers answer questions, troubleshoot issues, learn the software, and find solutions that allow them to get back to what matters most: serving their clients.
Responsibilities
- Provide timely, professional, and empathetic customer support through available support channels, including phone, email, and online support.
- Help therapists, counselors, psychologists, psychiatrists, administrators, and behavioral health practices successfully use our EMR software.
- Answer questions about software features, account settings, scheduling, client records, documentation, billing, reporting, and other practice management workflows.
- Troubleshoot customer-reported issues by gathering information, identifying the cause, and guiding customers toward a resolution.
- Clearly explain software features and technical concepts to customers with varying levels of technical experience.
- Educate customers on best practices and help them discover features that can make their workflows more efficient.
- Accurately document customer interactions, troubleshooting steps, and resolutions.
- Identify when an issue requires additional technical investigation and escalate it to the appropriate team.
- Collaborate with other Customer Support team members and with Product, Engineering, Billing, and other internal teams to resolve customer issues.
- Recognize patterns in customer questions and feedback and share insights that could improve the product or customer experience.
- Contribute to internal documentation, FAQs, help articles, and other customer education resources.
- Stay current on product updates, new features, and changes to existing workflows.
- Protect customer information and follow established privacy and security procedures when handling sensitive data.
Qualifications
- Previous experience in customer service, customer support, technical support, SaaS support, healthcare technology, or a similar customer-facing role.
- Excellent written and verbal communication skills.
- Strong problem-solving and troubleshooting abilities.
- Comfortable learning new technology and navigating web-based software.
- Ability to translate technical information into clear, easy-to-understand instructions.
- Strong attention to detail and organizational skills.
- Ability to manage multiple customer conversations and priorities while maintaining accuracy and professionalism.
- Patience, empathy, and a customer-focused mindset.
- Ability to work independently while also collaborating effectively with a team.
- Good judgment about when to continue troubleshooting and when an issue should be escalated.
- Comfortable receiving feedback and continuously learning as the product evolves.
- Comfortable using AI-powered tools as part of daily work, with the ability and willingness to learn new AI capabilities, use them thoughtfully to improve efficiency and problem-solving, and exercise good judgment when working with customer or sensitive information.
Nice to Have
- Experience working with an EMR/EHR, practice management system, or healthcare software platform.
- Experience supporting a SaaS or subscription-based software product.
- Experience working in a mental health, behavioral health, medical, or healthcare environment.
- Familiarity with the workflows of therapists, psychologists, counselors, psychiatrists, or behavioral health practices.
- Experience with customer support or ticketing platforms.
- Familiarity with HIPAA and the appropriate handling of protected health information (PHI).
- Experience troubleshooting software issues and documenting steps to reproduce problems.
- Experience with HTML formatting is a plus, particularly for creating, formatting, and maintaining customer education articles, help documentation, and other online support resources.
Benefits and Perks
- Work/life balance, including early closure on Fridays
- 100% remote work environment
- Competitive salary, including annual cost of living adjustment (COLA)
- Medical, dental, vision, life and disability insurance
- 401(k) plan with company matching program
- Company-provided computer and necessary accessories
- Flexible PTO, 11 company-wide paid holidays throughout the year
- One-time home office setup stipend for new hires
- Opportunity for growth and professional development
- Company retreats
About TherapyAppointment
TherapyAppointment is committed to equity and inclusion in the workplace. We value the authenticity and diversity of lived experiences our employees bring to our company.
TherapyAppointment is an Equal Employment Opportunity (EEO) employer and will not discriminate against applicants or employees on the basis of race, color, ethnicity, national origin, sex (including pregnancy, childbirth, and related medical conditions), age, sexual orientation, gender identity or expression, religion, disability, genetic information, protected veteran’s status, socio-economic status, culture, ideological beliefs, political affiliation, or any other federal, state, or other protected class.