Client Support Specialist

The SSI Group, LLC, headquartered in Mobile, Alabama, is a national leader in Healthcare Technology. Client Support Specialist       Job Code CSS.181.002 FLSA Status Exempt Job Family Client Relations Cost Center 181     Purpose of Position The Client Support Specialist serves as the first point of Tier Two client support, responsible for intake, documentation, triage, and coordination of client-reported issues. This role ensures consistent, professional client experience while managing ticket creation and driving resolution workflows. This role operates within a structured support model consisting of Client Manager, Client Administrator, and Client Support Specialist as the technical support, ensuring proper escalation and accountability across all client issues.       Duties and Responsibilities Essential Functions -  Client Issue Intake and Ownership: - Serve as first point of contact for client issues and requests - Document issues clearly and completely - Own tickets through initial triage and coordination to close of ticket - Ticket Management: - Open, track, and update tickets in support systems - Categorize issues appropriately (EDI, payer, configuration, etc.) - Maintain accurate documentation and status updates - Client Communication: - Provide timely and professional communication - Set expectations on timelines and next steps - Maintain client confidence through transparency - Revenue Cycle Knowledge: - Working knowledge of eligibility, claims, rejections, and remittance workflows - Identify common issues such as payer edits and data mismatches - Solution Awareness: - Basic understanding of SSI platforms including clearinghouse, PBE, and ARC - Perform initial validation and troubleshooting - Escalation Coordination: - Escalate issues to Client Manager, Client Administrator, or DevOps Support as appropriate - Track escalated issues through resolution     Marginal Functions - Other duties as assigned.     Skills, Knowledge, and Abilities - Strong Written and Verbal Communication – Ability to communicate clearly and professionally with both internal teams and clients across multiple channels. - Client Issue Translation and Ticketing – Proven ability to interpret client concerns and accurately translate them into clear, actionable tickets or work items for technical teams. - Attention to Detail and Organization – High level of accuracy and organization when documenting issues, tracking progress, and managing information. - Client‑Focused Mindset – Commitment to understanding client needs and delivering responsive, solution‑oriented support. - Multi‑Issue and Priority Management – Ability to manage multiple issues and competing priorities simultaneously while maintaining quality and responsiveness. - Advanced Technical and Troubleshooting Skills – Strong technical knowledge with the ability to diagnose issues, analyze root causes, and support effective resolution. - Must be able to interact cordially and productively with co-workers in a team environment. - Ability to work under pressure and to prioritize. - Must be able to proficiently read and write in English. - Must possess effective communications skills with ability to handle difficult situations. - Must be able to make independent judgment decisions with minimal supervision. - Must be able to see clearly with or without corrective lenses and hear clearly with or without aids. - Must be able to use hands, fingers and wrists, repetitively, using a computer keyboard and other office equipment, regularly.       Information Security and Data Protection The SSI Security-First Mindset Information security and data protection is a shared responsibility – codified in our commitment to the SSI Security-First Mindset. The SSI Security-First Mindset is comprised of five pillars and universally applicable to all employees, regardless of position description, assigned duties and responsibilities.   The Five Pillars of the SSI Security-First Mindset:   - Pillar 1: Governance: Develop, implement, and enforce secure operational processes, procedures, and routines. - Pillar 2: Accountability: Take an active role in protecting company assets and system & data resources. - Pillar 3: Awareness: Recognize, report, and take action to resolve security risks. - Pillar 4: Preparedness: Develop, implement, test, and improve backup plans for operational processes, procedures, and routines. - Pillar 5: Collaboration: Communicate, share, and promote your Security-First Mindset at every opportunity.       Experience and Education Requirements Education Min/Preferred Education Level Description Minimum 4 Year / Bachelors Degree Bachelor's degree in Computer Science, Data Science, Healthcare Technology or related field.     Years of Experience Minimum Years of Experience Comments 1 year Entry-level work experience in a technical field 1 year Experience with reporting tools, Excel, and/or BI platforms 1 year Familiarity with SaaS platforms, system configurations, and data workflows.     Certifications Min/Preferred Certification Description           A combination of experience and advanced education may be substituted. Background checks and drug test required.       Acknowledgement I have read and understand this job description and agree that I am able to fulfill the essential functions as stated above. I further understand that it is my responsibility to request an accommodation, if necessary, to fulfill the essential functions of this position.     Employee's Signature Date __________________________________ ______________________     Supervisor Signature Date __________________________________ ______________________       SSI offers competitive salaries and an excellent benefits package including medical, dental, life/AD&D, LTD, vision, 401(k) matching, paid vacation and tuition reimbursement.