Customer Technical Support Specialist

Company: PrecisionCare (a portfolio company of Exa Capital, Inc.)
Location: Remote (USA)
Position Type: Full-Time, Permanent
Reports to: Manager, Customer Support

PrecisionCare (a portfolio company of Exa Capital, Inc.) provides a user-friendly, web-based Electronic Health Records (EHR) SaaS platform built exclusively for Human Service providers. Our software makes case management simpler and more efficient, while helping providers stay compliant with state and federal regulations. 

Job Summary 

As our Custom Technical Support Specialist, you'll be the first point of contact for the professionals who rely on PrecisionCare every day — helping them troubleshoot issues, answer data questions, and get the most out of our EHR software. This role blends genuine customer care with real technical problem-solving: you'll dig into support tickets, query data using SQL and partner closely with our Development team to resolve bugs and improve the product. If you enjoy variety, love solving puzzles, and take pride in turning a frustrated user into a happy one, we'd love to hear from you. 

Essential Functions 

Customer Support 

• Serve as the first point of contact for PrecisionCare users, providing prompt, professional support across phone, email, and other channels. 
• Receive, investigate, and respond to support tickets, documenting each interaction clearly and thoroughly. 
• Guide users on best practices and efficient use of PrecisionCare applications, helping them get more value from the software. 
• Use screen sharing and other remote support tools to walk customers through issues in real time. 

Technical Troubleshooting 

• Diagnose and resolve software issues reported across multiple browsers, devices, and platforms. 
• Distinguish between user error, software bugs, and enhancement requests, escalating to the right team when needed. 
• Use Microsoft SQL Server Management Studio and Access to investigate and resolve data-related issues. 
• Track open tickets through to resolution, partnering with the Development team on bug fixes and product issues. 

Collaboration & Continuous Improvement 

• Partner with Development and Account Management to improve the overall user experience. 
• Identify friction points in the user experience and recommend improvements to processes, documentation, or the product itself. 
• Contribute to training materials and internal documentation for users and teammates. 
• Gather user feedback and relay it to the Manager of Customer Support to inform ongoing improvements. 
• Contribute to reporting on support trends, common issues, and resolution times. 
• Perform other duties as assigned. 

Knowledge and Skills 

• Strong written and verbal communication skills, with the ability to translate technical concepts for non-technical audiences. 
• Comfortable working with relational databases and writing basic SQL queries. 
• Excellent organizational skills and attention to detail; able to manage multiple tickets and priorities at once. 
• Self-motivated and resourceful, equally effective working independently or as part of a team. 
• Skilled at building strong, trusted relationships with customers, colleagues, and partners. 
• Proficient with Microsoft Office/365 applications. 

Education and Qualifications 

Required 

• 2+ years of experience in customer support, technical support, or a related field. 
• 1+ years of experience supporting Electronic Health Records (EHR) or other healthcare SaaS applications. 
• Hands-on experience with SQL and Microsoft Access. 
• High school diploma or equivalent. 

Preferred 

• Two- or four-year college degree. 
• Experience with HubSpot or another CRM. 
• Experience with Power BI. 
• Familiarity with HIPAA compliance and healthcare data privacy standards. 

Work Environment 

This is a remote position. You'll need a dedicated, private workspace suitable for handling confidential health information in line with compliance requirements. 

About Exa Capital

Exa Capital is a permanent capital holding company that acquires and grows vertical market software businesses. Simply put, we invest in established software companies with the intention of owning them for the long term. This allows our portfolio companies to focus on sustainable growth while continuing to serve the industries and customers they know best.

Additional Notes

• Job Vacancy: This role reflects a current open position within the team.
• Equal Opportunity: PrecisionCare is an equal opportunity employer. We are committed to a meritocratic, people-first, respectful, and inclusive hiring process, where candidates are evaluated based on their skills, experience, qualifications, potential, and role-related criteria.
• Accommodations: We are committed to providing an accessible hiring experience. If you require accommodation during the hiring process, please feel free to reach out to HR@exacapital.co.
• Use of AI in Hiring: We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.