Customer Support Specialist

Customer Support Specialist I – Procurement Partners

Location: United States – Remote

Reports to: Director of Customer Support

Procurement Partners builds easy‑to‑use software that lets healthcare organizations automate their purchasing, inventory management, invoicing, and payments processes. We help thousands of facilities, and their staff reduce expenses and time spent procuring items so they can direct more time and effort toward caring for their patients and residents. Procurement Partners now includes both OnCare & Hybrent product lines, and we are the fastest‑growing procure‑to‑pay software company in healthcare.

If you have a passion for technology, enjoy providing value to customers, and are looking for a company that will help you develop your career, we want to talk to you!

This position is responsible for providing support for the Procurement Partners proprietary e‑commerce software to external and internal clients. The Customer Support Specialist answers questions and/or resolves issues for customers via telephone and email/ticketing system. This position serves as the primary contact in effectively identifying issues and using effective troubleshooting techniques to resolve client software issues.

• Respond to technical support requests from end‑users via phone, email, and chat.
• Diagnose and troubleshoot basic technical issues related to software, hardware, and network connectivity.
• Provide clear and concise instructions to users for resolving technical problems.
• Document all support interactions and solutions in the help desk ticketing system.
• Escalate complex technical issues to Tier 2 or Tier 3 support teams as necessary.
• Follow established procedures and guidelines for incident resolution and escalation.
• Maintain up‑to‑date knowledge of company products, services, and support policies.
• Assist with user account setup, password resets, and access issues.
• Participate in ongoing training and professional development to stay current with industry trends and technologies.
• Provide excellent customer service and ensure a positive user experience.
• Use internal customer knowledge base (Salesforce) to research and take appropriate corrective action.
• Track and document client interactions in the company ticketing system (Salesforce Service Cloud).
• May perform data entry as needed.
• Run basic customer reports.
• Inform appropriate internal personnel of any problems or concerns expressed by customers and elevate as required.
• Perform other duties as assigned.

What you’ll need

• High school diploma or equivalent; additional technical certifications or coursework is a plus.
• Previous experience in a technical support or customer service role is preferred.
• Strong technical aptitude and ability to quickly learn new software and technologies.
• Excellent verbal and written communication skills.
• Strong problem‑solving skills and attention to detail.
• Ability to work independently and as part of a team.
• Previous experience using help desk ticketing systems and remote support tools is a plus.
• Familiarity with common operating systems (Windows, macOS, Linux) and office productivity software.
• Basic understanding of networking principles and internet connectivity.

• Ability to sit for extended periods of time while working at a computer.
• Ability to use a telephone and computer keyboard for extended periods of time.

• Fast‑paced, office environment.
• May require occasional evening or weekend work to meet business needs.

We value diversity at Procurement Partners. The company will hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every member of our team.

Entry level

Full‑time

Other

Industries

IT Services and IT Consulting