• Job Description

  Req#: SUPPO018503
  Strategic Healthcare Programs (SHP) is a leader in analytics and performance management solutions serving the post-acute market. We are an industry leader in helping Home Health, Hospice, and Skilled Nursing providers improve their financial and quality performance while complying with many regulatory requirements Additionally, we connect the post-acute world to the broader provider markets to allow for optimal management across the continuum of care.
  
  As a member of the Client Services team, the Customer Support Analyst provides SaaS software support for SHP Skilled Nursing customers, including leaders and team members across Nursing Home chains and facilities, while also providing overflow support coverage for SHP's Home Health and Hospice customers. This role works on the front-line of SHP Skilled Nursing customer base, answering product-related questions and addressing customer issues. The Customer Support Analyst leverages analytical insight and customer relationship skills to ensure exceptional client experiences and operational excellence.
  
  This is a remote or hybrid position within the United States. Employees living within 75 miles of the Santa Barbara office are required to work in-person in the office every Wednesday.
  
  The Customer Support Analyst is responsible for:
  
  
  • Provide Level 1 and 2 customer service via phone and email for SHP Skilled Nursing web-based software and integrations.
  • Triage and escalate complex or high-priority technical issues, ensuring timely and thorough follow-up.
  • Manage support cases using the CRM system, ensuring detailed and professional documentation.
  • Utilize internal resources to advance skill development and consistency in client service standards.
  • Participate in and occasionally special projects or cross-functional initiatives as assigned by the Support Manager.
  • Contributing to a positive, energetic, and culture-perpetuating team.
  • Strictly adhering to HIPAA guidelines.
  
  
  Knowledge, Skills, Abilities, and Experience:
  
  
  • Minimum of 1 year of experience in customer support or related role.
  • Past experience in troubleshooting complex software, browser, and connectivity issues.
  • Strong ability to coach and guide SHP customers through product challenges.
  • Excellent verbal and written communication skills, with an emphasis on professionalism and clarity.
  • Ability to handle challenging customer situations with diplomacy and problem-solving focus.
  • Proficiency in Microsoft Office (Outlook, Excel, Word) and familiarity with major web browsers (Chrome, Edge, Firefox, Safari).
  • Experience using CRM or Help Desk systems (e.g., Dynamics, Salesforce, Zendesk, Freshdesk).
  • Demonstrated success in a fast-paced, dynamic environment with strong organizational and multitasking abilities.
  • Experience or familiarity with the Long-Term Care / Nursing Home industry is strongly preferred.
  
  
  Pay
  
  $20.00 - $25.48 per hour, depending upon experience.
  
  Benefits
  
  We value work/life balance. We offer comprehensive health benefits, a 401(k) plan with a company match, an employee stock purchase plan, vacation time, sick time, and paid holidays.
  
  This position is not eligible for immigration sponsorship.
  
  Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
  
  This employer is required to notify all applicants of their rights pursuant to federal employment laws.
  For further information, please review the Know Your Rights notice from the Department of Labor.

• About the company

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