Customer Support Specialist

The Customer Support Specialist is responsible for delivering exceptional support to our live customers through effective issue triage, prioritization, cross‑functional coordination, and clear communication. This role requires a proactive, detail‑oriented individual who is comfortable managing multiple priorities, following established processes, and engaging directly with customers in a professional, solutions‑oriented manner.

Responsibilities

• Perform initial triage and investigation of customer‑submitted support tickets, ensuring accurate assessment, prioritization, and routing.
• Apply a strong understanding of triage processes, including SLAs, issue ownership guidelines, and escalation paths.
• Actively use and contribute to the Knowledge Base to support efficient ticket resolution.
• Participate in the creation, maintenance, and interpretation of support reporting, monitoring tools, and utilization metrics.
• Collaborate closely with customers and internal Delivery, Product, and Engineering teams to support the customer needs.
• Demonstrate strong judgment in assigning issues to the appropriate owners or departments with speed and accuracy.
• Develop and maintain a strong working knowledge of our products, systems, and workflows.
• Identify opportunities to enhance the support function, including processes, tooling, and customer experience improvements.
• Contribute to a positive, team‑oriented culture by sharing knowledge, celebrating successes, and supporting continuous improvement initiatives.

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Janus may modify or assign additional responsibilities as needed to support business needs.

Qualifications

• Associate or Bachelor’s degree in information systems, computer science, or equivalent experience preferred.
• Relevant experience in customer support, technical support, business analysis, IT operations, or similar roles (typically 2+ years).
• Experience with support tools including Zendesk, Confluence, JIRA, and Teams, strongly preferred.
• Demonstrated experience contributing to or improving support workflows and operational processes.
• Strong analytical skills, including prioritization, logical reasoning, and problem‑solving abilities.
• Ability to operate effectively in a fast‑paced, high‑growth environment and navigate ambiguity with confidence.
• Motivated self‑starter with a strong sense of ownership and commitment to team success.
• Excellent communication skills, both verbal and written, with the ability to convey complex information clearly.
• Flexibility and adaptability in a dynamic, startup‑like environment.
• Positive attitude with a focus on collaboration, learning, and celebrating team achievements.
• Experience working in a health system, healthcare technology environment, or SaaS company preferred.
• Experience in rapid‑growth or scaling organizations is a plus.