Customer Support Specialist

Company Background

Headquartered in Austin, TX, XFERALL is a healthcare IT mobile app service designed to automate and expedite the transfer process for both acute care and behavioral health patients. By uniquely matching a patient’s clinical needs to the capabilities and capacity of healthcare facilities in real-time, XFERALL helps to reduce response times to transfer requests and contributes to better patient outcome goals of providers.

Job Description & Responsibilities

The Customer Support Specialist is a full-time, remote member of the Customer Support team at XFERALL. This role serves as the primary point of contact for daytime support requests, helping customers troubleshoot issues, managing incoming tickets, and supporting day-to-day platform operations.

This position is designed for someone early in their support career who is eager to learn, grow, and take on increased responsibility over time. The role also provides exposure to customer onboarding and implementation activities.

Schedule: Remote, Monday through Friday during Central Time business hours.

This role is approximately 90% support operations and 10% implementation support.

Primary Responsibilities

Daytime Support Operations

• Serve as primary contact for incoming support tickets and live troubleshooting requests

• Monitor and triage Zendesk queue and respond within defined SLAs

• Troubleshoot common platform issues including user access, permissions, and intake workflows

• Escalate technical issues to Product, Engineering, or senior team members as needed

• Coordinate with after-hours support to ensure smooth handoffs

• Follow established support workflows and contribute to improving them over time

Documentation and Learning

• Maintain internal troubleshooting documentation and support playbooks

• Help create and update knowledge base articles for customers

• Identify recurring issues and share feedback with the team

• Learn platform functionality and workflows to expand troubleshooting capabilities

• keeping XFERALL database up to date with accurate intake fax and emails?

Implementation Support

• Assist Implementation Managers with customer onboarding activities

• Support user setup, permissions, and basic configuration

• Help prepare training materials and go-live checklists

• Provide launch-day support when needed

Qualifications

• 1 to 3 years of experience in customer support, help desk, or SaaS support role

• Strong written and verbal customer communication skills

• Organized and comfortable managing multiple tickets simultaneously

• Problem-solving mindset with willingness to learn technical workflows

• Ability to follow processes while adapting to new situations

• Comfortable working remotely in a fast-paced environment

Prefered Experience

• Experience with Zendesk or similar ticketing platform

• Exposure to SaaS, healthcare technology, or technical support environments

• Familiarity with Google Workspace, Salesforce, or reporting tools

• Experience supporting customer onboarding or training

• Interest in growing into more technical or operational responsibilities
  

Benefits

• Dental Insurance

• Health Insurance

• Flexible PTO

• Vision Insurance