EverHealth - Technical Support Specialist (Remote, US)

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 745,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://www.evercommerce.com/about-us/careers/

EverHealth, a business within EverCommerce, provides modern end-to-end solutions for healthcare providers. Our open, connected ecosystem of solutions and services helps providers engage patients, increase revenue, improve business efficiency, and remain market competitive. We serve 72,000 healthcare practices and counting. EverHealth consists of five SaaS products; DrChrono, iSalus, CollaborateMD, Updox, and MDTec, combined these products offer end to end solutions for the health care industry.

We are seeking a customer-focused Technical Support Specialist to support our EverHealth suite of healthcare applications. Our mission is to build technology that enables medical practices of all sizes to deliver more informed, personalized, interactive, and efficient patient care.

Our platform is used by thousands of healthcare providers and millions of patients across the country. We are passionate about innovation and committed to our philosophy of "More time with patients, less time doing paperwork."

As a Technical Support Specialist, you will serve as a trusted partner to our customers by delivering exceptional technical support and guidance across our SaaS healthcare solutions. You will troubleshoot application issues, consult on best practices and workflows, and provide a world-class customer experience through phone, chat, email, and our customer portal.

Key Responsibilities:

• Provide exceptional support to customers via phone, chat, email, and customer portal.
• Diagnose, troubleshoot, and resolve application, workflow, and configuration issues.
• Serve as a trusted advisor by helping customers maximize the functionality of our solutions.
• Escalate complex issues to the appropriate internal teams while providing complete documentation.
• Collaborate cross-functionally with Product, Engineering, Billing, and other internal departments to resolve customer issues.
• Document all customer interactions and troubleshooting steps accurately and thoroughly.
• Represent the voice of the customer by providing feedback that helps improve our products and services.
• Identify opportunities to improve support processes and customer experience.
• Utilize internal knowledge bases and support tools to research and resolve issues.
• Demonstrate empathy, professionalism, and strong communication during every customer interaction.
• Contribute to the development and maintenance of internal knowledge base articles.
• Meet or exceed departmental performance metrics, including customer satisfaction, quality, productivity, and SLA goals.
• Continuously expand product knowledge and stay current on new features and enhancements.

Skills and Experience needed for success in this role:

• 1+ years of experience in a customer-facing, customer support, or technical support role.
• Excellent troubleshooting and analytical skills.
• Strong verbal and written communication skills.
• Ability to explain technical concepts to non-technical users.
• Strong organizational and time management skills.
• Ability to prioritize work in a fast-paced environment.
• Exceptional customer service skills with a strong sense of empathy.
• Ability to learn new technologies quickly.
• Comfortable working independently in a remote environment while collaborating with a global team.

Preferred:

• 1+ years of technical support experience.
• Experience supporting SaaS applications.
• Experience working in a healthcare environment, including EHR, Practice Management, Billing, or Revenue Cycle Management solutions.
• Familiarity with healthcare workflows such as scheduling, eligibility, claims, payments, and patient records.

Where: 

The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States - if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.  

Benefits and Perks: 

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid 
• Continued investment in your professional development 
• Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend. 
• 401k with up to a 4% match and immediate vesting 
• Flexible and generous (FTO) time-off 
• Employee Stock Purchase Program 

Compensation: 

The target base compensation for this position is $20 - $21 USD per hour in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above. 

EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!

EverCommerce uses approved artificial intelligence (“AI”) tools to support its business operations. Employees are encouraged to use authorized AI tools, when appropriate for their roles, to improve efficiency, quality, and innovation. All AI use must comply with company policies, including requirements concerning confidentiality, data security, intellectual property, accuracy, and human review. Employees remain responsible for reviewing and validating AI-assisted work.