Support and Documentation Specialist

About Us

Chorus Innovations is a fast-growing healthcare technology company with an adaptive platform as a service (PaaS) that enables the rapid development of mobile, desktop, text messaging and interactive voice applications. Chorus’ platform currently powers transformative healthcare, biomedical research and community health projects across institutions and public health agencies nationwide. We believe every community should have world-class health technology so they can thrive.

Our mission is to improve the lives of people and communities by democratizing technology development in health and research.

About the Role

This is an exciting opportunity to shape the current and future state of Chorus support.  We are hiring for a Support and Documentation Specialist to help build our customer support operations, including client onboarding, product training, and customer support. This is a role with plenty of room for growth, an opportunity for a professional who would like to build the team and the end-to-end customer support function. 

What You’ll Do:

• Supporting clients during a critical time in their product journey to ensure they become raving fans of the Chorus platform.
• Implement customer care practices to handle support pipeline post go - live from all customer segments including VIP clients.
• Research, test, log and resolve client inbound cases via our web based ticketing system.
• Develop a variety of product training materials to support client’s product launch and for onboarding users to the Chorus platform.
• Manage the production of training materials, videos, and knowledge base articles to educate both customers and fellow team members (sales, marketing, product, etc…) on technical aspects of the Chorus platform.
• Field inbound customer support email-based cases.
• Research, troubleshoot, diagnose, and resolve complex software issues in a timely manner.

The Experience You’ll Need:

• 3+ years of customer support experience; direct experience in EHR, CRM, web app support preferred. 
• Provide first-level support, including on-call support after business hours on a rotational basis.
• You’re a “ticket ninja” with the ability to dive into problems and quickly resolve them or get them to the right person to resolve.
• Able to identify and handle cosmetic vs. functional technical requests and can troubleshoot & triage appropriately.
• Technically astute and have a basic understanding of data structures, APIs and CSS.
• Comfortable being uncomfortable and figuring things out on the fly.
• Driven and goal oriented; able to provide examples of times where you’ve demonstrated initiative, proactiveness and personal accountability.
• Strong collaborator; you specifically love working with internal and external teams to understand issues, come to a quick resolution and do what’s right for the company and the customer.
• In another life you could have been a teacher because of your skill in creating product training assets, using methodologies and tools for creating videos and online learning modules. 
• Strong proficiency in tools like JIRA, Confluence, Zendesk, and tools for producing training assets.
• You enjoy empowering users with the knowledge to do things for themselves in the future, and not just fixing things for them.
• Direct experience in creating and managing a software product’s online knowledge base.
• Highly organized with an ability to manage multiple work streams simultaneously.

Why You’ll Love Working with Us:

• Engage with an exciting, fast-growing, and diverse group of coworkers dedicated to improving lives by breaking down technology barriers.
• Work in a culturally rich environment that values diversity and inclusivity, ensuring a welcoming and supportive atmosphere for all employees
• Full medical, dental, vision and life insurance benefits
• 401K matching
• Company stock options
• Unlimited paid vacation
• Performance bonuses
• Company support for career and skill development
• Fun company events and outings
• Chorus is an equal opportunity employer with a commitment to diversity and inclusion

The anticipated base salary for this position is $75,000 to $100,000 based on the Los Angeles market. The base salary offered may vary depending on several factors, including the applicant's qualifications, relevant experience, specific skills, level of education, certifications, and the geographic location where the role will be performed.

Please note that the listed compensation details apply to the base salary only and do not include additional elements of the total compensation package, such a