Customer Support Specialist

Summary:

We are seeking a detail-oriented and proactive Customer Support Specialist to support Contact Center as a Service (CCaaS) platforms and Patient Access Care applications. This role includes first level and advanced troubleshooting, resolving integration issues through Mirth Connect middleware, and supporting frontend gadgets used by healthcare systems and patients. The ideal candidate brings experience in healthcare IT, contact center technology, and middleware integration.

Key Responsibilities:

• Provide day-to-day support for CCaaS systems (e.g., Cisco UCCE, NICE CXone, Five9 and Genesys) integrated with Patient Access applications.
• Troubleshoot and resolve application issues, including frontend gadgets (such as appointment scheduling widgets, Web portals).
• Monitor and maintain Mirth Connect interfaces, resolving HL7/API integration errors between EHR systems and contact center tools.
• Collaborate with SpinSci engineering and Large Hospital IT teams to escalate and resolve complex incidents or integration failures.
• Document tickets, root cause analyses, and resolutions in service management platforms (Jira).
• Assist in testing new features or enhancements prior to deployment, validating interoperability through Mirth.
• Support end users with training and resolution of technical issues.
• Participate in on-call rotations and provide after-hours support for critical issues.
• Maintain knowledge base articles and contribute to process improvements.

Required Skills and Qualifications:

• 3+ years of experience in customer or application support in healthcare IT or contact center environments.
• Hands-on experience with Mirth Connect (NextGen Connect), including channel configuration, transformation, and troubleshooting.
• Working knowledge of HL7, FHIR, REST APIs, and EHR integrations.
• Familiarity with CCaaS platforms (Cisco UCCE, Five9, Genesys, NICE CXone, etc.).
• Proficiency in web-based front-end gadgets, APIs, and patient-facing tools.
• Strong analytical and communication skills to interface with technical and non-technical users.
• Ability to prioritize, manage incidents, and provide root cause analysis.
• Experience with support ticketing systems (ServiceNow, Jira, Zendesk).

Preferred Qualifications:

• Experience with EHR platforms like Epic, Cerner, or eClinicalWorks.
• Understanding of HIPAA and healthcare data security practices.
• ITIL Foundation certification or knowledge of ITSM best practices.
• Basic scripting or XML/JavaScript skills for Mirth customization.