Technical Customer Support Specialist (remote US only)

At ArborMetrix, advancing healthcare through data science is our mission, and delivering high impact, intuitive technology and analytics is our passion. Our leading healthcare intelligence solutions are proven to identify actionable insights that drive physician engagement, advance care, and improve patient outcomes, and our platform delivers clinically relevant and timely analytics and reports that have been shown to effectively target ways to improve healthcare quality and efficiency. We deliver clinically rich solutions that lead to results that have a real impact on real people.

We’re looking for a proactive and customer-focused Customer Support Specialist to serve as the first point of contact for our clients. In this role, you’ll be responsible for delivering a best-in-class support experience by resolving customer issues, answering questions, and managing requests with care and efficiency.

You’ll play a key role in overseeing the support queue, ensuring timely responses and smooth coordination across teams. The ideal candidate is technically savvy, highly organized, and an excellent communicator who thrives in a fast-paced environment and remains calm under pressure.

Our clients include hospitals, health systems, collaborative quality initiatives, and professional societies across a range of healthcare specialties—making your role both impactful and meaningful in the healthcare space.

Primary Responsibilities

• Manage the customer service queue to ensure service level agreements (SLAs) are consistently met
• Resolve customer inquiries, issues, and requests in a timely and effective manner
• Test new solutions and software updates for quality assurance and usability
• Facilitate smooth handoffs and escalations between the Services and Software Development teams
• Act as a subject matter expert (SME) on company products and services
• Build and maintain strong, lasting customer relationships
• Accurately manage and update customer cases in Salesforce.com
• Review and manage KPI dashboards in Salesforce.com to monitor team performance and identify improvement opportunities
• Work with a proactive mindset and strong sense of urgency

• Bachelor’s degree required (Business, Communication/Marketing, IT, CS, other technical degrees preferred)
• Strong interpersonal skills and a commitment to excellent customer service
• Proven ability to multitask and stay organized in a fast-paced environment
• Comfortable working both independently and collaboratively across teams
• Demonstrated problem-solving skills with a proactive, solutions-oriented mindset
• High attention to detail and accuracy
• Excellent written and verbal communication skills
• Positive, adaptable attitude with the ability to maintain professionalism under pressure

Technical Skills

ArborMetrix will provide training to the hired candidate; however, the skills listed below will ensure the candidate is successful in this role.

• Programming language (Java preferred)
• HTML
• Database navigation language (PostgreSQL preferred) 
• Salesforce

ArborMetrix has an outstanding entrepreneurial team with a strong mix of clinical analytics, software, and business expertise. We value creativity, innovation, problem solving, collaboration, and fast iteration, which allows us to continuously improve our platform. 

This position is open to residents of the U.S. living in Arizona, Florida, Illinois, Indiana, Iowa, Massachusetts, Maryland, Michigan, North Carolina, Ohio, Pennsylvania, Texas, and Wisconsin.

The salary range for this role is $60,000-$75,000 USD annually.

ArborMetrix is an equal opportunity employer and does not discriminate in its selection and employment practices on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability, genetic information, age, membership in an employee organization, or other non-merit factors.

All your information will be kept confidential according to EEO guidelines.