Customer Support Specialist

ABOUT ARTERA
Our Mission: Make healthcare #1 in customer service.
What We Deliver: Artera, a SaaS leader in digital health, transforms patient experience with AI-powered virtual agents (voice and text) for every step of the patient journey. Trusted by 1,000+ provider organizations — including specialty groups, FQHCs, large IDNs and federal agencies — engaging 100 million patients annually. Artera’s virtual agents support front desk staff to improve patient access including self-scheduling, intake, forms, billing and more. Whether augmenting a team or unleashing a fully autonomous digital workforce, Artera offers multiple virtual agent options to meet healthcare organizations where they are in their AI journey. Artera helps support 2B communications in 109 languages across voice, text and web. A decade of healthcare expertise, powered by AI. 
Our Impact: Trusted by 900+ provider organizations — including specialty groups, FQHCs, large IDNs and federal agencies — engaging 100 million patients annually. 
Our award-winning culture: Our award-winning culture: Since founding in 2015, Artera has consistently been recognized for its innovative technology, business growth, and named a top place to work. Examples of these accolades include: Inc. 5000 Fastest Growing Private Companies (2020, 2021, 2022, 2023, 2024); Deloitte Technology Fast 500 (2021, 2022, 2023, 2024); Built In Best Companies to Work For (2021, 2022, 2023, 2024, 2025). Artera has also been recognized by Forbes as one of “America’s Best Startup Employers,” Newsweek as one of the “World’s Best Digital Health Companies,” and named one of the top “44 Startups to Bet your Career on in 2024” by Business Insider.
Are you a naturally curious, energetic problem-solver who thrives on helping people succeed? We're looking for a Customer Support Specialist to be a critical bridge between our customers and our product.
In this role, you won't just answer questions—you'll dive deep to understand root causes, transform complex issues into simple solutions, and deliver a truly world-class support experience. You'll work directly with our Manager of Customer Support and collaborate with a passionate, expert team that celebrates wins and works together on challenges.
This position is more than a stepping stone; it's a launchpad for your career. This experience will give you unparalleled, firsthand insight into customer challenges and product functionality, preparing you for higher-level roles in a variety of high-demand fields.

Responsibilities

• Become a Product Expert: Quickly master our SaaS platform and a suite of internal troubleshooting and business analytics tools to accurately diagnose, resolve, and articulate solutions for complex technical challenges.
• Own the Solution: Manage and drive to completion a queue of customer support items, focusing on root-cause analysis and clear, concise documentation of every resolution.
• The Voice of the Customer: Serve as a critical feedback loop to our Customer Success, Product and Engineering teams, providing direct, data-informed insights on product performance.
• Strategic Escalation: Know when and how to strategically hand off critical, unresolved issues to specialized internal teams, including software engineers and customer success leaders, ensuring a seamless experience for the customer.
• Process Innovator: Actively identify gaps and propose improvements for our customer support processes, tools, and technologies to increase team efficiency and customer satisfaction.
• Documentation & Knowledge Sharing: Collaborate with the Customer Success team to create and maintain high-quality knowledge base articles and documentation that clearly explain key product functionality for both internal and external use.
• Master of Prioritization: Expertly prioritize and manage multiple concurrent complex cases, ensuring that urgent issues are resolved quickly while maintaining progress on ongoing projects.

Requirements

• 2+ Years of Experience: Proven track record with 2 or more years of experience in a customer-facing support role (e.g., Customer Support, Technical Support, or Customer Success), preferably within a cloud-based SaaS or IT environment.
• Technical Troubleshooting: Demonstrated ability to perform robust technical troubleshooting across various domains, including browser/web-based applications, database concepts (SQL knowledge is a plus), and telecommunication technologies.
• Customer-Centric Background: A genuine passion for delivering exceptional service and prioritizing the customer experience in every interaction.
• Ticketing