Inductivehealth18d ago

Client Support Specialist (Virtual/Remote)

United States·AtlantaRemoteVirtualmid

Customer SupportOtherClient Support Specialist

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Quick Summary

Overview

Mission + People + Culture: With a corporate Mission to stop disease through technology, InductiveHealth is the market leader in software-as-a-service (SaaS) solutions to public health agencies.

Technical Tools

Customer SupportOtherClient Support Specialist

Mission + People + Culture: With a corporate Mission to stop disease through technology, InductiveHealth is the market leader in software-as-a-service (SaaS) solutions to public health agencies. Our People come from all backgrounds and walks of life ranging from world class experts in epidemiology, informatics, and disease surveillance to engineers and product teams building high performance, modern solutions. Mission + People are unified around a virtual first Culture centered around teamwork, relentless focus on client outcomes, and individual accountability.

Why work at InductiveHealth?

1. Motivation: We value initiative-takers and self-starters who want to contribute to the success of our Team and client outcomes.

2. Curiosity: Seeking to understand and comprehend is critical - we expect and encourage questions to master job duties and grow professionally.

3. Organization: We are a Team. This means we hold each other accountable and have high expectations for performance and outcomes.

4. Feedback: "Open and honest" is part of our corporate values that builds a culture of professional growth to support client success.

5. Impact: Your individual contributions will stop the spread of disease and improve individual, community, and population health outcomes.

InductiveHealth is looking to add a motivated Client Support Specialist to our team. At InductiveHealth, Client Support Specialists triage, investigate, and resolve Tier 1 and Tier 2 requests submitted by end users and internal team members.

In this role, you will support software-as-a-service (SaaS) solutions designed for public health agencies, including disease surveillance, syndromic surveillance, and immunization information systems.

This role requires technical acumen, sound troubleshooting skills, and the ability to communicate effectively with clients across a range of technical backgrounds.

Triage, investigate, and resolve assigned support requests in a timely and effective manner, escalating issues when appropriate

Guide clients remotely through issues, questions, and application functionality, including basic user guidance and support

Listen attentively to clients’ questions and concerns, assess the issue, and provide clear and practical solutions

Provide professional, client-centered support in all communications and coordinate escalation of unresolved issues to the appropriate internal teams

Partner with DevOps Engineers and other cross-functional teams to investigate, escalate, and resolve technical issues

Provide clients with timely and accurate status updates on open requests, ensuring clear communication throughout the issue lifecycle

Create and maintain client support knowledge articles, support documentation, and standard operating procedures (SOPs)

Own assigned requests through resolution, including follow-up, documentation, and coordination across internal teams

Identify recurring issues, support trends, and process improvement opportunities and communicate them to internal stakeholders

Translate technical issues and system behavior into clear, client-friendly language for users with varying levels of technical experience

Represent InductiveHealth with professionalism and integrity while helping to advance our company mission

2+ years of experience in customer service, problem analysis, and troubleshooting user or system issues

1+ years of hands-on experience troubleshooting software issues, preferably in a SaaS or enterprise application environment

Technical acumen demonstrated through formal training, certification, coursework, or relevant hands-on experience

Exemplary client service skills, including strong listening, empathy, professionalism, and sound judgment in client-facing situations

Strong analytical, troubleshooting, and problem-solving skills, with the ability to assess issues, identify root causes, and communicate clear next steps

Ability to communicate effectively with individuals across varying technical aptitudes, professional backgrounds, and organizations

Experience supporting enterprise or SaaS software applications, with the ability to quickly learn new systems and workflows

Highly organized, adaptable, and detail-oriented, with the ability to manage multiple priorities in a fast-paced environment

Strong written communication and documentation skills, with a commitment to quality service and teamwork

Experience working in a SaaS, technology, or client support environment

Exposure to public health agencies, laboratories, Federal programs, or other mission-driven environments

Familiarity with Jira, Smartsheet, Confluence, and/or similar support and knowledge management tools

Exposure to syndromic surveillance workflows and/or experience supporting ESSENCE users, including troubleshooting user issues, answering functionality questions, and helping clients navigate data, access, and reporting needs

Location & Eligibility

Where is the job

Atlanta, United States

Remote within one country

Who can apply

Listed under

United States

Listing Details

Posted: April 16, 2026
First seen: April 17, 2026
Last seen: May 4, 2026

Posting Health

Days active: 18
Repost count: 0
Trust Level: 37%
Scored at: May 5, 2026

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Inductivehealth

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InductiveHealth Informatics helps to keep people safe from infectious disease by solving complex public health technology problems for governments around the globe.

Employees

125

Founded

2013

Domain

Jobs

External application · ~5 min on Inductivehealth's site

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