Technical Support Specialist

The role

You will provide customer service by resolving inquiries and troubleshooting product issues. You will also maintain the knowledge base and collaborate with product, engineering, and customer success teams.

What you will do

• Respond to customer inquiries via email and virtual meetings.
• Resolve customer issues with product functionality, reporting, and integrations.
• Write basic to intermediate scripting queries to investigate customer data problems.
• Document solutions in the knowledge base.
• Troubleshoot technical issues and escalate complex cases.
• Update and maintain the customer support knowledge base.
• Collaborate with internal teams to ensure customer facing documentation is current.
• Assist in improving self-service resources.
• Work with product, engineering, and customer success teams to escalate feedback.
• Provide backup assistance for Engineering team in manual testing.

Required qualifications

• Basic to intermediate scripting language capabilities (SQL, JavaScript, Domino, etc.)
• Excellent verbal and written communication skills.
• Strong problem-solving abilities.
• Adaptable and open to change.
• Strong customer focus.
• 0-2 years of relevant experience in customer support or junior technical role

Nice to have

• Studying for relevant certifications preferred (such as scripting/Database basics, Cloud Fundamentals, SFDC, etc.)

Benefits

• Unlimited PTO policy
• Competitive medical, dental, and vision healthcare coverage
• 401k matching
• Paid holidays
• Volunteer time off
• Paid parental leave
• Remote work stipend

About the company

Radicle Health is a collection of human services software products designed to foster collaboration and innovation. The company builds mission-driven products that support organizations in delivering essential services.