QCSS Health is hiring a Customer Success Support Lead to support our Managed Care and Community-based healthcare clients. In this role, you will serve as the first point of contact for technical assistance and lead daily help desk operations.

What You'll Do

Develop strong knowledge of Healthcare SaaS Solutions.
Serve as the first point of contact for customers seeking technical assistance.
Respond to all helpdesk and Knowledge Center support inquiries.
Diagnose customer issues through probing questions, reports, and cross-functional collaboration.
Document customer interactions, inquiries, complaints, and resolutions in Jira.
Provide customer support via email, video meetings, or phone and walk customers through resolution.
Provide timely first response and resolution to meet contractual health plan SLAs.
Provide product report suggestions to support customer inquiries.
Provide information about QCSS products and services.
Lead the daily Help Desk Stand-Up Meeting.
Participate in maintaining and improving helpdesk standard operating procedures.

What We're Looking For

3 - 5 years working for a SaaS company.
3 - 5 years proven work experience as a Help Desk Associate/Lead or other technical customer support role.
Detail oriented, self-starter with a desire to learn and take on new responsibilities.
Excellent written and oral communication skills.
Proficiency in Jira, Microsoft Excel, PowerPoint, and Word.