Technical Support Specialist

About Radicle Health

Radicle Health offers a suite of human services software designed to promote collaboration and innovation, aiding organizations in better serving their communities. Recognizing that no single system fits all diverse agency needs, Radicle Health brings together mission-focused products that empower organizations in delivering essential services. Our teams collaborate closely, fostering learning and rapid idea testing to support individuals and communities holistically.

At Radicle Health, employees engage in meaningful work alongside passionate colleagues, with an environment that encourages authenticity, celebrates achievements, and values contribution. Team members have true ownership of their roles and directly impact company success, with a strong investment in their personal growth.

Job Overview

The Technical Support Specialist role centers on delivering outstanding customer service by addressing inquiries and troubleshooting product-related issues. This position plays a key role in ensuring customer satisfaction through timely and effective communication and cooperation with various internal teams. The specialist facilitates a positive customer experience by providing prompt, high-quality solutions.

Key Responsibilities

• Respond to customer queries professionally via email and virtual meetings, ensuring timely and accurate solutions.
• Address issues pertaining to product features, reporting tools, and integrations.
• Compose basic to intermediate scripting queries (e.g., SQL, JavaScript) to diagnose customer data concerns.
• Maintain and update the customer knowledge base with relevant solutions and troubleshooting information.
• Troubleshoot technical challenges and escalate complex cases to senior support or technical experts as needed.
• Communicate clearly and empathetically to ensure positive customer interactions.
• Work alongside internal teams to keep customer-facing documentation current and improve self-help resources.
• Collaborate with product, engineering, and customer success teams to relay customer input and technical issues, aiding product enhancement.
• Assist the Engineering team with manual testing when necessary.
• Serve as a liaison between customers and internal groups to keep both informed on issues and resolutions.
• Monitor common customer problems, analyze data, and propose process improvements to reduce issue recurrence.
• Participate in team discussions to share experiences and improve support quality.
• Stay informed about product updates and customer support best practices.
• Support colleagues by sharing knowledge and assisting with specific problems.

Experience and Qualifications

• 0 to 2 years experience in customer support or junior technical roles.
• Familiarity with basic to intermediate scripting languages such as SQL, JavaScript, Domino, or similar.
• Excellent verbal and written communication skills to explain technical information effectively.
• Strong problem-solving capability with a creative and solution-focused approach.
• Ability to adapt to changing priorities and evolving business requirements.
• A customer-centric mindset aimed at delivering valuable and positive user experiences.
• Preferred but not mandatory: pursuing relevant certifications in scripting, databases, cloud fundamentals, Salesforce, etc.

Benefits and Perks

• Unlimited paid time off policy.
• Competitive medical, dental, and vision insurance plans.
• 401(k) retirement plan with employer matching contributions.
• Paid holidays and paid parental leave.
• Volunteer time off to support community engagement.
• Remote work stipend to support home office needs.

Compensation and Location

This full-time position is remote, offering a salary range of $55,000 to $65,000, subject to qualifications, experience, and geographic location details discussed during hiring.

Equal Opportunity Employer Statement

Radicle Health is committed to equal employment opportunity, welcoming applicants regardless of race, color, religion, ethnicity, gender identity, sexual orientation, disability, age, veteran status, or other legally protected factors.