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Technical Support Specialist Trac9 Informatics Lubbock, TX Job Details Full-time $40,000 - $44,000 a year 1 day ago Benefits Health insurance Dental insurance Vision insurance Qualifications Customer service software Technical support via phone Managing clients in a customer support role Attention to detail Productivity software Full Job Description About Trac9 Trac9 Informatics develops measurement-based care technology primarily for substance use disorder treatment and also supports mental health treatment for patients without substance use disorders. Our mission is to improve outcomes for treatment providers and the people they serve. Trac9 has been used by more than 4,500 clinicians across 200 treatment programs, supporting over 240,000 patients. Its use has been associated with improved symptoms and an 82% lower post-discharge relapse risk compared with treatment as usual. We are growing rapidly and expanding our customer support team. The Role The Technical Support Specialist is a first point of contact for clinicians, administrators, and other customers who need help using Trac9. This position resolves routine problems, explains platform functions, and connects customers with the appropriate team when additional assistance is needed. The emphasis is on clear communication, practical problem-solving, and dependable follow-through. This position requires in-person work at Trac9's office near Charleston, West Virginia.

Primary Responsibilities:

Account access and troubleshooting. Respond to customer phone and email inquiries about login problems, password resets, account access, and routine platform issues. Work through established troubleshooting procedures, confirm whether the issue is resolved, and follow privacy and security requirements. Platform guidance. Provide clear, step-by-step assistance with common tasks, including navigating the platform, working with assessments, and accessing reports. Help customers understand how to use relevant features, adapting explanations to their familiarity with the software. Issue documentation and follow-through. Document customer requests, troubleshooting steps, and outcomes. Refer unresolved technical problems to the appropriate team with the information needed to investigate them. Keep customers informed and follow up on outstanding requests. Route specialized education requests to Trac9's clinical education team. Support resources and customer feedback. Help maintain practical instructions and answers to frequently asked questions. Identify recurring customer difficulties and share feedback that can improve support materials and platform usability. Qualifications

• Strong customer service skills and the ability to communicate clearly, patiently, and professionally.
• Comfort using and learning web-based software and common office applications.
• Methodical problem-solving, attention to detail, and accurate documentation.
• Ability to manage multiple requests, follow through on unresolved issues, and recognize when additional assistance is needed.

Preferred:

Experience in customer service, software support, customer onboarding, or healthcare technology.

Pay:

$40,000.00 - $44,000.00 per year

Benefits:

Dental insurance Health insurance Vision insurance

Work Location:

In person