Help Desk Support Specialist

This range is provided by Refer Well. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$65,000.00/yr - $75,000.00/yr

Direct message the job poster from Refer Well

Refer Well is a health tech company transforming access to care and elevating patient engagement. The company’s cutting-edge Perfect Match℠ scheduling platform and unique care navigation services eliminate administrative complexities for health plans and providers, seamlessly connecting patients with the care they need to ensure they get on and stay on their healthcare journey. Based in Stamford, Connecticut, Refer Well partners with national and regional health plans and providers responsible for over 10 million covered lives.

We're looking for an experienced and highly capable Help Desk Support Specialist to serve as the front line for our platform, software, and technical support needs. In this role, you will be the primary point of contact for our internal and external users, providing essential technical assistance, maintaining high levels of customer satisfaction, and ensuring the smooth operation of our core platform and systems.

• Provide prompt, courteous, and effective technical support via phone, email, and ticketing system for all platform, software, hardware, and network-related issues.
• Become a subject matter expert on the Refer Well platform to effectively troubleshoot issues related to user accounts, referral management workflows, scheduling functionality, and data integration.
• Accurately identify and escalate complex or high-priority issues to the appropriate Tier 3 support teams (e.g., Engineering, IT, Client Success) and track issues through to resolution.
• Create, update, and maintain clear, easy-to-understand support documentation, FAQs, and articles for both internal staff and external client self-service within the knowledge base.
• Maintain clear, professional communication with users, providing timely updates on incident status and ensuring customer satisfaction post-resolution.
• Track and analyze support metrics (e.g., ticket volume, common issues, resolution time) to identify trends and contribute to continuous improvement of the product and support processes.
• Adhere strictly to all HIPAA and security policies, ensuring patient and client data confidentiality at all times.

• Bachelor’s degree and 3+ years of relevant work experience.
• Strong communication and organizational skills.
• Experience with enterprise clients and healthcare is preferred.
• Analytical mindset with proficiency in Microsoft Office, Intune, Sophos, and Mac/Windows OS.

• The base salary range for this full-time position is $65,000 - $75,000.

• Seniority level:
  Associate
• Employment type:
  
  Full-time
• Job function:
  Engineering, Information Technology, and Product Management
• Industries:
  Hospitals and Health Care, Public Health, and Health and Human Services

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