Job Description
Full job description
Ensora Health is the leading provider of software and services for mental and behavioral health therapists, trusted by over 200,000 individual providers and more than 28,000 practices. Our unmatched expertise, partnership, and breadth of products allow us to fine-tune solutions that meet the specific needs of everyone from solo practitioners to larger practices. With AI-enabled solutions that span practice management to electronic medical records and e-prescribing to billing, we help eliminate administrative complexity and create harmony between therapists, their clients, and the whole healthcare community.
Job Description
The Customer Support Specialist II provides dependable, high‑quality support by managing routine customer cases from start to finish. Using a strong understanding of EHR workflows and platform features, this role ensures customers receive clear communication, accurate troubleshooting, and timely resolutions. You’ll contribute to a seamless customer experience while supporting the ongoing improvement of our support processes.
What You'll Do
Own routine support cases from intake through resolution, ensuring accuracy and complete documentation within CRM systems.
Deliver clear, timely communication to customers regarding case updates and outcomes.
Troubleshoot common issues using EHR platform knowledge and guide users through standard workflows.
Identify cases requiring additional expertise and escalate appropriately.
Contribute to internal knowledge resources by documenting solutions and troubleshooting steps.
Maintain service quality expectations and follow established support processes.
Provide suggestions to improve workflows, tools, or customer experience.
What You Bring
High school diploma or equivalent experience.
Minimum of 1 year in a customer service or support‑oriented role.
Experience with CRM systems and case tracking.
Proven ability to resolve standard issues independently with consistent quality.
Strong interpersonal, written, and verbal communication skills.
Ability to understand and apply EHR platform workflows and settings to resolve customer questions.
Detail‑oriented, reliable, and committed to accurate documentation and case handling.
Additional Information
While we've outlined some key qualities we typically seek, it's essential to remember that there might be additional unique strengths and talents you possess that would make you an exceptional match for us, even if they're not explicitly mentioned. Studies have consistently highlighted the significance of this principle, particularly for individuals from disenfranchised backgrounds, including women and other marginalized groups. These individuals often hesitate to apply unless they meet every single requirement, unlike their male counterparts who are more inclined to apply when they meet around 60% of the criteria.
The message we want to convey is that taking a leap of faith and applying can be incredibly rewarding. Your distinct abilities and perspectives could be exactly what we need to create a more diverse and inclusive team. So, don't hesitate—apply today and let's explore the exciting possibilities together!
All your information will be kept confidential according to EEO guidelines.
At Ensora Health, Diversity, Equity, Inclusion, and Belonging aren’t just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do.
We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community.
We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status.
Ensora Health is an equal opportunity employer.
Ensora Health is the leading provider of software and services for mental and behavioral health therapists, trusted by over 200,000 individual providers and more than 28,000 practices. Our unmatched expertise, partnership, and breadth of products allow us to fine-tune solutions that meet the specific needs of everyone from solo practitioners to larger practices. With AI-enabled solutions that span practice management to electronic medical records and e-prescribing to billing, we help eliminate administrative complexity and create harmony between therapists, their clients, and the whole healthcare community.
Job Description
The Customer Support Specialist II provides dependable, high‑quality support by managing routine customer cases from start to finish. Using a strong understanding of EHR workflows and platform features, this role ensures customers receive clear communication, accurate troubleshooting, and timely resolutions. You’ll contribute to a seamless customer experience while supporting the ongoing improvement of our support processes.
What You'll Do
Own routine support cases from intake through resolution, ensuring accuracy and complete documentation within CRM systems.
Deliver clear, timely communication to customers regarding case updates and outcomes.
Troubleshoot common issues using EHR platform knowledge and guide users through standard workflows.
Identify cases requiring additional expertise and escalate appropriately.
Contribute to internal knowledge resources by documenting solutions and troubleshooting steps.
Maintain service quality expectations and follow established support processes.
Provide suggestions to improve workflows, tools, or customer experience.
What You Bring
High school diploma or equivalent experience.
Minimum of 1 year in a customer service or support‑oriented role.
Experience with CRM systems and case tracking.
Proven ability to resolve standard issues independently with consistent quality.
Strong interpersonal, written, and verbal communication skills.
Ability to understand and apply EHR platform workflows and settings to resolve customer questions.
Detail‑oriented, reliable, and committed to accurate documentation and case handling.
Additional Information
While we've outlined some key qualities we typically seek, it's essential to remember that there might be additional unique strengths and talents you possess that would make you an exceptional match for us, even if they're not explicitly mentioned. Studies have consistently highlighted the significance of this principle, particularly for individuals from disenfranchised backgrounds, including women and other marginalized groups. These individuals often hesitate to apply unless they meet every single requirement, unlike their male counterparts who are more inclined to apply when they meet around 60% of the criteria.
The message we want to convey is that taking a leap of faith and applying can be incredibly rewarding. Your distinct abilities and perspectives could be exactly what we need to create a more diverse and inclusive team. So, don't hesitate—apply today and let's explore the exciting possibilities together!
All your information will be kept confidential according to EEO guidelines.
At Ensora Health, Diversity, Equity, Inclusion, and Belonging aren’t just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do.
We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community.
We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status.
Ensora Health is an equal opportunity employer.
💡 Quick Summary
Seeking a career-building opportunity? The Customer Support Specialist position is now open for candidates interested in the Customer Care sector. This role in Phoenix offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.