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Customer Support Specialist II

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Description:


About Us


Procurement Partners build easy-to-use software that lets healthcare organizations automate their purchasing, inventory management, and invoicing. We help thousands of facilities, and their staff reduce their expenses and time spent procuring items so they can increase the time available where it matters most, caring for their patients and residents. Procurement Partners now include both OnCare & Hybrent product lines, and we are the fastest-growing procure-to-pay software company in healthcare.


We are backed by a growth-oriented investment firm that is scaling up rapidly and wants you to join our organization! 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!


About the Role


This position is responsible for providing support of 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.


Requirements:

What You’ll Do

  • Provide advanced technical support to end-users via phone, email, and chat, resolving issues escalated from Tier 1 support.
  • Diagnose and troubleshoot complex technical issues related to software, hardware, and network connectivity.
  • Collaborate with Tier 1 support to ensure seamless escalation and resolution of customer issues.
  • Document all support interactions and solutions in the help desk ticketing system.
  • Develop and update technical documentation, knowledge base articles, and support guides.
  • Conduct root cause analysis and identify recurring issues to suggest improvements and preventive measures.
  • Assist with the deployment, configuration, and maintenance of software and hardware systems.
  • Provide training and guidance to Tier 1 support representatives to enhance their technical skills and knowledge.
  • Participate in testing and evaluation of new software, hardware, and technology solutions.
  • Follow established procedures and guidelines for incident resolution and escalation.
  • Maintain up-to-date knowledge of company products, services, and support policies.
  • Ensure high levels of customer satisfaction and a positive user experience.


What You'll Bring

  • Associate degree in Information Technology, Computer Science, or a related field; or equivalent technical certifications and experience.
  • Previous experience in a technical support role, preferably at a Tier 2 or higher level.
  • Strong technical knowledge of operating systems (Windows, macOS, Linux), networking, and common software applications. Example: Jira and Salesforce
  • Excellent verbal and written communication skills.
  • Strong problem-solving skills and the ability to think critically and analytically.
  • Ability to work independently and as part of a team.
  • Proficiency in using help desk ticketing systems, remote support tools, and diagnostic software.
  • Familiarity with troubleshooting hardware components and peripherals.


Additional Information

  • This is a fully remote position, requiring a dedicated, quiet workspace with reliable high-speed internet to ensure uninterrupted communication and service delivery.
  • The role operates in a fast-paced, dynamic environment that values responsiveness, accountability, and a customer-first mindset.
  • While standard work hours align with typical business operations, occasional evening or weekend shifts may be required to support peak periods, product launches, or critical incident response.
  • Team collaboration is primarily virtual, leveraging tools such as Slack, Zoom, and Salesforce (or your specific tools) to maintain seamless communication and workflow.
  • Success in this role requires strong self-motivation, time management skills, and the ability to work independently while contributing to a broader team mission.

Procurement Partners Hiring Practice

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.

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