Support Specialist

About Axuall

Axuall is a clinical workforce intelligence firm collaborating with top healthcare providers. Our platform leverages a national, real-time practitioner data network, enabling healthcare systems, staffing agencies, telehealth services, and health plans to streamline clinician onboarding, enhance workforce management, and maintain precise provider records across enterprise systems. Through reliable data, AI-driven analytics, and efficient data exchange, Axuall helps healthcare organizations optimize operations, improve clinical coverage, and maximize revenue capture.

Our investors include more than two dozen leading healthcare groups focused on addressing clinical workforce challenges amid economic pressures.

Role Overview

As a Support Specialist, you will be the main point of contact for clients, delivering exceptional service and support. You'll assist clinicians and system administrators with the online application process and function within a collaborative, matrixed environment to manage and resolve software support queries. This entry-level role offers opportunities for advancement within Axuall based on your career goals.

Key Responsibilities

• Provide frontline resolution of Tier I technical issues to clients.
• Deliver prompt and high-quality support via multiple channels including email, chat, text, and phone.
• Maintain availability during scheduled hours from 11:00 AM to 8:00 PM ET (8:00 AM to 5:00 PM PT).
• Manage follow-ups and coordinate internal support tasks and in-progress work.
• Adhere to defined workflows for ticket triage and escalation procedures.
• Contribute ideas for team improvement and foster collaborative efforts.

Qualifications and Skills

• Strong customer service aptitude with an ability to effectively engage healthcare professionals.
• Excellent verbal and written communication capabilities.
• Eagerness to learn and actively contribute within a team setting.
• Familiarity with software applications and the ability to learn new technologies quickly.
• Professional and courteous demeanor while assisting clients.
• Education level ranging from some college, college graduates, tech boot camp experience, or equivalent relevant exposure.
• Experience or familiarity with software development and technical support.
• Exposure to healthcare environments and clinician workflows is advantageous.

Benefits and Culture

• Inclusive health insurance coverage.
• 401(k) plan with employer matching.
• Wellness stipend to support health and wellbeing.
• Reimbursement for professional development activities.
• Work-from-home stipend and flexibility.
• Generous and flexible paid time off policies.
• Paid parental leave to support growing families.

Work Schedule and Location

Regular working hours are Monday through Friday, from 11 AM to 8 PM Eastern Time (8 AM to 5 PM Pacific Time). Although this is a remote-first position, new hires must attend an in-person orientation at Axuall's Cleveland, Ohio headquarters. Occasional travel to the headquarters may also be required.

Equal Opportunity Statement

Axuall is an equal opportunity employer committed to building a diverse, equitable, and inclusive workforce. We prohibit discrimination based on legally protected characteristics and uphold pay equity practices by basing compensation decisions on legitimate, job-related factors.

Compensation and Hiring Process

The anticipated base salary ranges from $60,000 to $75,000 annually, payable semi-monthly. Final salary will be determined by relevant skills, experience, and internal equity. The hiring process involves interviews with Talent Acquisition, the Hiring Manager, the team, and executive leadership, as well as reference checks.