OptiMantra · 4 hours ago
Tier 2 Support Specialist
United States
Full-time
Remote
New Grad, Entry LevelCerbo is a high-growth healthcare SaaS company focused on supporting holistic lifestyles and personalized medicine. The Tier 2 Support Specialist will provide customer support to users of the software, resolve issues, and create training materials while ensuring a positive customer experience.
Health CareMedicalSoftware
Responsibilities
Providing customer support via phone, email, and our ticketing system (Freshdesk). This will involve a regular workday schedule, with an occasional rotating weekend support shift is a must
Resolve, triage, or escalate support issues as appropriate
Conduct screen-sharing calls to troubleshoot issues or answer questions
Create and/or update customer facing training materials as needed
Provide customer training, education, and process improvement where applicable
Continuously learn and become proficient with our software and understand the appropriate workflows to help assist with customer workflow and how-to related questions
Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding, ensuring timely resolution, business impact evaluation and communicating the status to the end user promptly
Seek out opportunities for process improvements internally
Work closely cross-functionally to resolve workflow process-related questions
Proactively identify customer needs, challenges and manage expectations
Develop and maintain software expertise in assigned areas of the product functionality and utilize that expertise effectively and efficiently to help customers
Resolve Tier 2 tickets related to workflows, training and general questions pertaining to the functionality and best practices of the software
Qualification
Required
Excellent interpersonal skills
Patience
Ability to quickly gain proficiency with a complex EHR
Customer service experience
Experience in a healthcare setting
Aptitude for utilizing Zendesk
Solution-oriented
Passion for creative problem solving
Proven ability to thrive in a constantly changing environment with new challenges
Ability to understand, synthesize, and translate between complex business problems and technical concepts
Customer focus and integrity
Exceptional written and oral communication skills that display professionalism
Detail-oriented and adopt a process-oriented mindset
Ability to react to changing situations or diffusing customer frustration in a timely, calm, and confident manner
Preferred
Startup/growth environment experience
Benefits
Paid Time Off and company holidays
Comprehensive health, dental and vision benefits
Short-term and long-term disability Insurance
401k plan with matching company contribution
Company
OptiMantra
OptiMantra is online practice management software designed to facilitate interaction between wellness seekers and providers.
Founded in 2011
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Akhil Singh
Founder
Recent News
2025-12-10
2025-12-03
Company data provided by crunchbase