CUSTOMER SERVICE SUPPORT REPRESENTATIVE
Hybrid · Sarasota, Florida, United States
Job Summary
Customer Service Support Representative provides phone-based technical support to customers using Elevate Healthcare products. Responsibilities include diagnosing hardware/software/connectivity issues via guided questioning, walking customers through repairs and troubleshooting steps without direct visual access to the system, documenting interactions and outcomes, and escalating complex issues to engineering, product, or management teams. The role requires clear, patient communication, ability to translate technical instructions for customers with varying experience, and collaboration with internal teams to improve products and service processes. Local hybrid role based in Sarasota, FL with 3 days per week in the office.
Required Qualifications
- High school diploma or equivalent required; technical certification or associate degree preferred
- Previous experience in phone-based technical support, customer support, help desk, service desk, or technical customer service
- Strong verbal communication skills and the ability to guide customers through technical steps clearly, patiently, and professionally
- Working knowledge of computer systems, software applications, hardware components, peripherals, and basic network connectivity
- Ability to diagnose issues using customer-provided information, targeted questions, and structured troubleshooting procedures
- Experience with CRM, ticketing, remote support, or diagnostic tools preferred
- Experience supporting healthcare, electronics, simulation, or other specialized technical equipment preferred
- Certifications such as CompTIA A+, Network+, or equivalent technical credentials are a plus
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