Customer Support Specialist I, Forms and Reports

Remote (United States)

About the Role

This remote role is responsible for supporting customers with reporting tools, application forms, enhancements, and related functionality within the platform. The position includes designing, updating, and troubleshooting financial, clinical, and administrative reports and forms while working closely with customers, implementation teams, and internal departments to support accurate data capture, regulatory compliance, and more efficient workflows.

This role also involves responding to service requests with timely initial contact and consistent follow-up, gathering and reviewing preliminary data, and evaluating end-user requirements to help deliver clear, accurate, and effective reports and forms. The position supports routine configuration and functionality questions through phone, email, and online channels, maintains detailed service request documentation, tracks progress through resolution, and coordinates escalations when needed.

Status: Full-Time

Compensation: $42,000 - $48,000 per year

What You’ll Do

• Respond to incoming calls, emails, and online requests related to reports and application forms with friendly, patient, and professional customer service
• Serve as a subject matter resource for customers and internal teams on reports and forms functionality
• Design, create, modify, and maintain financial, clinical, and administrative reports to meet customer, operational, and regulatory requirements
• Develop, configure, and update electronic forms that support clinical documentation, administrative processes, and data collection workflows
• Troubleshoot and resolve issues involving report accuracy, data integrity, formatting, filters, permissions, and form behavior
• Analyze end-user requirements and workflows to recommend practical reporting and form solutions
• Perform preliminary data gathering and validation to help ensure report outputs are complete, accurate, and consistent
• Provide timely initial responses and ongoing follow-up for assigned service requests in line with service level agreements (SLAs)
• Document, track, and monitor service requests, actions taken, and resolutions in the ticketing system
• Resolve routine configuration and functionality questions through telephone, online, and email support channels
• Escalate, coordinate, or dispatch advanced issues to the appropriate internal teams while maintaining ownership through resolution
• Work cross-functionally with implementation, product, development, and quality assurance teams to support issue resolution and system improvements
• Assist with testing and validation of reports, forms, and system updates before release or deployment
• Develop and maintain internal and customer-facing documentation, including knowledge base articles, user guides, and standard operating procedures
• Identify recurring requests, issues, and trends, and provide recommendations to improve system performance, usability, and support processes
• Help ensure compliance with healthcare regulations, data privacy standards, organizational policies, and HIPAA requirements
• Maintain a high level of professionalism while interacting with clinicians, administrative staff, and internal stakeholders
• Participate in ongoing training to stay current on system updates, reporting tools, and industry best practices
• Attend team meetings and training sessions as required
• Perform additional duties as assigned in support of departmental and organizational goals

Qualifications

• High school diploma or equivalent
• 1 - 2 years of work experience in a customer service-oriented role
• Strong troubleshooting skills
• Ability to understand and apply customer service techniques when addressing issues involving PC-based tools and products
• Effective, results-oriented customer service skills
• Exceptional interpersonal and team-building skills
• Strong organizational and time management skills
• Ability to work independently and as part of a team

Preferred Qualifications

• Associate’s degree in computer science, computer programming, computer information systems, database administration, or a related field
• IT certifications are highly preferred
• 1 - 2 years of professional experience in application support or technical support
• Professional experience in the healthcare or IT industry is preferred

Benefits

• Fully remote work environment with flexible scheduling
• Medical, dental, and vision insurance
• 401(k) plan with company match
• Legal benefits
• Short-term and long-term disability coverage
• Life insurance
• Paid time off
• Employee recognition program with peer reward system
• Financial incentives including referral bonuses and performance-based rewards