Ensora Health is the leading provider of software and services for mental and behavioral health therapists, trusted by over 200,000 individual providers and more than 28,000 practices.  Our unmatched expertise, partnership, and breadth of products allow us to fine-tune solutions that meet the specific needs of everyone from solo practitioners to larger practices. With AI-enabled solutions that span practice management to electronic medical records and e-prescribing to billing, we help eliminate administrative complexity and create harmony between therapists, their clients, and the whole healthcare community. Job Description The Customer Support Specialist II provides dependable, high‑quality support by managing routine customer cases from start to finish. Using a strong understanding of EHR workflows and platform features, this role ensures customers receive clear communication, accurate troubleshooting, and timely resolutions. You’ll contribute to a seamless customer experience while supporting the ongoing improvement of our support processes. What You'll Do Own routine support cases from intake through resolution, ensuring accuracy and complete documentation within CRM systems. Deliver clear, timely communication to customers regarding case updates and outcomes. Troubleshoot common issues using EHR platform knowledge and guide users through standard workflows. Identify cases requiring additional expertise and escalate appropriately. Contribute to internal knowledge resources by documenting solutions and troubleshooting steps. Maintain service quality expectations and follow established support processes. Provide suggestions to improve workflows, tools, or customer experience. What You Bring

• Play a critical role in protecting user trust and ensuring privacy, safety, and compliance commitments • Independently manage regulated privacy and safety workflows • Investigate, solve, and respond to sensitive privacy- and safety-related user issues with care • Manage and fulfill data subject requests and content reports, ensuring accuracy and timeliness • Support incident response investigations, adhering to protocols • Identify patterns and recurring risk themes, surfacing insights to teams • Develop and maintain clear SOPs, templates, and documentation • Identify opportunities for automation and improvement

• Managing inbound customer calls, emails and chats and adhere to defined SLA standards. • Transfer inbound calls to appropriate personal (i.e. HR, Accounting, Marketing). • Troubleshoot customer requests to validate and determine proper next steps. • Train customers on product functionality. • Facilitate and communicate known bugs with other team members. • Input, document and update support cases in CRM application and other internal applications. • Manage outbound customer follow-up activities for case closure. • Help grow and improve customer satisfaction scores. • Maintain inventory snacks and sodas, replenish and order, as needed. • Ensure delivered packages are properly distributed to the correct personnel. • Assist with office event set-up and break-down. • Stock & Clean refrigerator. • Assistance with cultural events, packaging, shipping, labeling and sorting.

• Accurately record data from the caller on inbound telephone lines and process notices. • Handle high-volume inbound customer service calls with professionalism and urgency. • Accurately collect, document, and process excavation locate requests. • Provide callers with legally required and safety-related information. • Maintain exceptional attention to detail while multitasking. • Meet productivity, quality assurance, and performance metrics in a call center environment.