Product Support & Success Specialist

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  "last_changed_at": "2026-05-30T05:46:49.054Z",
  "active_status": "active"
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    "heading": "Product Support & Success Specialist",
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    "description_html": "<div class=\"job_description\">\n\t\t\t\t\t<div class=\"WordSection1\"><h1 style=\"margin-left:24px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><strong><span><span style=\"letter-spacing:-0.1pt;\">Summary</span></span></strong></span></span></h1><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span><span style=\"line-height:111%;\">eCaring is seeking a proactive and customer-focused Client Support &amp; Success Specialist to serve as a primary point of contact for our SaaS platform customers. This role is responsible for managing incoming customer support cases, troubleshooting platform issues, and ensuring customers receive timely, professional, and solution-oriented support.</span><br><br><span style=\"line-height:111%;\">Beyond reactive support, this role also plays an important part in strengthening customer relationships through training, proactive outreach, customer education, and ongoing engagement. The ideal candidate is someone who enjoys solving problems, communicating with clients, and taking ownership of the customer experience from start to finish.</span><br><br><span style=\"line-height:111%;\">This is an excellent opportunity for someone interested in growing within Customer Success, SaaS Implementation, or Client Services while gaining deep knowledge of the home care technology industry.</span></span></span></span><h1 style=\"margin-top:14px;margin-left:24px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><strong><span>Essential <span style=\"letter-spacing:-0.1pt;\">Functions</span></span></strong></span></span></h1><ul style=\"margin-top:2px;\"><li style=\"margin-top:2px;margin-right:57px;margin-left:32px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span><span style=\"line-height:111%;\">Serve as a frontline contact for customer support requests submitted through the eCaring support platform, email, and phone.</span></span></span></span></li><li style=\"margin-right:24px;margin-left:32px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span><span style=\"line-height:111%;\">Manage customer support cases from initial intake through resolution, ensuring timely follow-up and communication throughout the process.</span></span></span></span></li><li style=\"margin-right:53px;margin-left:32px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span><span style=\"line-height:111%;\">Troubleshoot platform issues related to scheduling, EVV, billing, payroll, reporting, mobile application usage, integrations, and user workflows.</span></span></span></span></li><li style=\"margin-right:25px;margin-left:32px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span><span style=\"line-height:111%;\">Collaborate with internal Product, Development, QA, and Operations teams to escalate, document, and resolve customer issues.</span></span></span></span></li><li style=\"margin-right:95px;margin-left:32px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span><span style=\"line-height:111%;\">Build and maintain positive, long-term relationships with customers through professionalism, responsiveness, and accountability.</span></span></span></span></li><li style=\"margin-right:25px;margin-left:32px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span><span style=\"line-height:111%;\">Conduct customer training sessions, onboarding assistance, and follow-up support as <span style=\"letter-spacing:-0.1pt;\">needed.</span></span></span></span></span></li><li style=\"margin-right:38px;margin-left:32px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span><span style=\"line-height:111%;\">Proactively engage customers to improve product adoption, platform utilization, and overall customer satisfaction.</span></span></span></span></li><li style=\"margin-right:37px;margin-left:32px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span><span style=\"line-height:111%;\">Assist customers with system navigation, workflow optimization, and best practices within the eCaring platform.</span></span></span></span></li><li style=\"margin-right:49px;margin-left:32px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span><span style=\"line-height:111%;\">Create, maintain, and update internal and external knowledge base articles, training materials, and support documentation.</span></span></span></span></li><li style=\"margin-right:25px;margin-left:32px;\"><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span><span style=\"line-height:111%;\">Identify recurring customer issues, process gaps, or product improvement opportunities and communicate feedback internally.</span></span></span></span></li></ul>",
    "description_text": "Summary\n eCaring is seeking a proactive and customer-focused Client Support & Success Specialist to serve as a primary point of contact for our SaaS platform customers. This role is responsible for managing incoming customer support cases, troubleshooting platform issues, and ensuring customers receive timely, professional, and solution-oriented support.\n Beyond reactive support, this role also plays an important part in strengthening customer relationships through training, proactive outreach, customer education, and ongoing engagement. The ideal candidate is someone who enjoys solving problems, communicating with clients, and taking ownership of the customer experience from start to finish.\n This is an excellent opportunity for someone interested in growing within Customer Success, SaaS Implementation, or Client Services while gaining deep knowledge of the home care technology industry. Essential Functions\n Serve as a frontline contact for customer support requests submitted through the eCaring support platform, email, and phone.\n Manage customer support cases from initial intake through resolution, ensuring timely follow-up and communication throughout the process.\n Troubleshoot platform issues related to scheduling, EVV, billing, payroll, reporting, mobile application usage, integrations, and user workflows.\n Collaborate with internal Product, Development, QA, and Operations teams to escalate, document, and resolve customer issues.\n Build and maintain positive, long-term relationships with customers through professionalism, responsiveness, and accountability.\n Conduct customer training sessions, onboarding assistance, and follow-up support as needed.\n Proactively engage customers to improve product adoption, platform utilization, and overall customer satisfaction.\n Assist customers with system navigation, workflow optimization, and best practices within the eCaring platform.\n Create, maintain, and update internal and external knowledge base articles, training materials, and support documentation.\n Identify recurring customer issues, process gaps, or product improvement opportunities and communicate feedback internally.",
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