Customer Support Agent

ICANotes is seeking a professional, dependable, and customer-focused Customer Support Agent to provide technical, application, and workflow support to customers using ICANotes behavioral health electronic health record (EHR) solutions.

This position works under the direction of the Support Manager and serves as an important point of contact between ICANotes and its customers. The successful candidate must demonstrate excellent written and verbal communication skills, strong technical aptitude, sound judgment, and the ability to troubleshoot customer concerns efficiently while maintaining a professional and supportive customer experience.

Because ICANotes serves healthcare organizations throughout the United States, Support Agents must be comfortable assisting U.S.-based customers and communicating professionally within a healthcare technology environment.

ICANotes promotes a culture of continuous improvement, accountability, collaboration, and learning. Team members are expected to adapt to changing priorities, remain current on product developments, and actively contribute to improving the customer experience.

The Customer Support Agent will:

• Provide professional customer support through telephone, live chat, email, ticketing systems, and other approved communication channels.
• Assist customers with technical, application, configuration, and workflow-related questions involving ICANotes products and services.
• Provide basic product education and guidance when customer inquiries involve training or appropriate system workflows.
• Troubleshoot customer-reported issues by gathering relevant information, identifying potential causes, testing solutions when appropriate, and escalating issues that require additional technical or departmental review.
• Develop and maintain a comprehensive functional and technical understanding of ICANotes products to provide accurate customer guidance.
• Follow assigned weekly support schedules, including designated telephone, chat, email, and ticket responsibilities based on departmental needs.
• Accurately document customer communications, troubleshooting steps, resolutions, and follow-up activities within the designated ticketing or customer support system.
• Maintain appropriate ownership of assigned customer issues through resolution or appropriate escalation.
• Meet or exceed established service-level agreements, response-time expectations, customer satisfaction standards, quality metrics, ticket resolution goals, and other departmental performance measures.
• Follow established standard operating procedures, escalation protocols, security requirements, and departmental policies.
• Recognize situations that require escalation to management, Product, Engineering, Billing, Training, Compliance, or other appropriate departments.
• Maintain professionalism and composure when assisting customers experiencing technical difficulties, workflow disruptions, or other concerns.
• Remain current on product releases, system enhancements, known issues, internal documentation, technical articles, and procedural changes.
• Identify recurring customer concerns and communicate trends or potential systemic issues to the Support Manager.
• Review and recommend improvements to knowledge base articles, troubleshooting resources, customer education materials, and internal support documentation.
• Participate in quality improvement initiatives designed to improve response times, first-contact resolution, customer satisfaction, and overall departmental performance.
• Collaborate effectively with other Support team members and cross-functional departments to resolve customer concerns.
• Protect confidential company and customer information and comply with all applicable privacy, security, and data-handling requirements.
• Participate in required meetings, training sessions, coaching, performance reviews, and professional development activities.
• Assist with special assignments, departmental initiatives, and additional projects or responsibilities as deemed appropriate by the Support Manager or other members of the management team.

Qualifications

• Previous experience in customer service, technical support, help desk support, SaaS support, or a comparable customer-facing role.
• A minimum of two years of customer support experience with a U.S.-based company is strongly preferred.
• Experience supporting U.S.-based customers in a professional business environment is strongly preferred.
• Experience with healthcare technology, electronic health records, electronic medical records, SaaS platforms, or other technical software products is preferred.
• Excellent spoken and written English communication skills, including the ability to communicate clearly and professionally with U.S.-based customers.
• Strong customer service and interpersonal skills with a demonstrated commitment to customer satisfaction.
• Strong technical aptitude and computer literacy.
• The ability to learn complex software applications and develop both functional and technical product knowledge.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Excellent attention to detail and documentation skills.
• Strong organizational, prioritization, and time-management abilities.
• The ability to manage multiple customer interactions and responsibilities in a fast-paced environment.
• The ability to follow established procedures while using appropriate judgment when circumstances require escalation.
• Dependability, punctuality, accountability, and consistent attendance.
• The ability to work independently with limited supervision while also functioning effectively as part of a remote team.
• A self-motivated approach to work with the ability to accept direction, initiate appropriate tasks, and follow responsibilities through completion.

Remote Work and Technology Requirements

Because this is a fully remote customer-facing position, maintaining a professional and reliable remote working environment is an essential requirement of the role.

The contractor must:

• Maintain a private, quiet, professional, and distraction-free workspace appropriate for telephone and video communication with customers.
• Provide and maintain their own reliable computer capable of operating all ICANotes-required applications, communication platforms, security tools, and browser-based systems.
• Maintain reliable high-speed internet service with a minimum sustained connection speed exceeding 20 Mbps during all scheduled working hours.
• Maintain a secondary or backup internet solution, such as a mobile hotspot or alternate internet connection, that can be used promptly if the primary internet service becomes unavailable.
• Maintain a reasonable backup solution for power interruptions, sufficient to preserve connectivity or transition safely to an alternate working arrangement when outages occur.
• Maintain reliable telephone and audio capabilities, including an appropriate professional-quality headset when required.
• Ensure all equipment used for ICANotes business is properly maintained, secured, updated, and capable of supporting required security controls.
• Immediately report technical, connectivity, or equipment issues that may interfere with the ability to perform assigned responsibilities.
• Maintain reliable connectivity and operational readiness throughout scheduled working hours. Repeated inability to work because of preventable equipment, connectivity, or power-related issues may affect continued eligibility for the assignment.