Customer Support Specialist

The Customer Support Specialist develops expertise in the HCFSPlatform and provides timely, accurate, and professional support to customers through phone and email. This role is responsible for troubleshooting issues, maintaining support documentation, completing assigned data-entry responsibilities, and collaborating with internal teams to ensure a positive customer experience. Key Responsibilities Develop and maintain extensive working knowledge of the HCFSPlatform customer workflows, and applicable support procedures. Respond to customer support questions and application issues received through phone and email. Investigate, document, and resolve customer issues; escalate matters to the appropriate internal teams when additional technical or product expertise is required. Maintain thorough, accurate, and up-to-date documentation of all customer interactions, including communications, troubleshooting efforts, resolutions, and required follow-up actions Monitor assigned customer support cases and ensure timely updates, follow-up activities, and resolution within established service expectations. Identify recurring customer questions or product issues and recommend improvements to support processes, internal documentation, FAQs, and reference materials. Maintain and update software help content, release documentation, reference guides, and internal support resources as needed. This responsibility does not include delivering client training. Review assigned news articles each b