Associate Technical Support Engineer

TL;DR

Associate Technical Support Engineer (Healthcare SaaS): Consult with customers to handle inquiries, troubleshoot technical and user issues with CR ABA therapy products, conduct product research, and document interactions. Focus on diagnosing complex problems, providing accurate information, maintaining knowledge base, and meeting response, resolution, and satisfaction targets.

Location: Hybrid in Fort Lauderdale, FL; Holmdel, NJ (United States); Verona, Italy

Salary: $40,000 - $50,000 USD

Company

Leading provider of autism and IDD care software for ABA, multidisciplinary therapy, and special education, trusted by over 200,000 users.

What you will do

• Consult with customers to troubleshoot user training and technical issues with CR products.
• Address inquiries promptly with a positive attitude via phone, email, and internal support system.
• Conduct technical product research and provide accurate information about products and services.
• Accurately document and update customer records based on interactions.
• Develop and maintain knowledge base of evolving products and services.
• Meet targets for response time, resolution time, and customer satisfaction.

Requirements

• College degree and/or technical support and troubleshooting experience.
• 1+ years in customer service, IT, or related fields.
• Knowledge of healthcare compliance and HIPAA.
• Strong empathy, rapport-building, and communication skills (verbal and written).
• Proficiency with technical products, ability to diagnose complex problems, prioritize, and multitask.
• Comfortable in distributed, semi-virtual environment with minimal direction.

Nice to have

• EMR/EHR experience.
• Familiarity with ABA field.
• RBT or BCBA certification.

Culture & Benefits

• Hybrid work schedules with collaborative offices.
• Competitive compensation, comprehensive health benefits, 401(k) matching, generous PTO, paid parental leave.
• Career development support, wellness programs, community engagement via CR Cares.
• Culture centered around impact, inclusion, and flexibility; recognized as best place to work multiple times.