Support Advisor

Company Overview

At Lightning Step + Sunwave Health, we improve behavioral health and addition treatment facility functionality to achieve better results for patients, caregivers, and administrators. Our platforms empower our clients to quickly and easily manage patient needs from admission to discharge, with provisions for billing and integrations with payment processors, billers, insurance companies, and other providers.

Job Overview

The mission of this role is to...Resolve common customer issues accurately and consistently, while building product and workflow knowledge through repetition, coaching, and strong process adherence.

The ideal candidate…Has early-career or developing experience in SaaS support, communicates clearly, follows process, and learns quickly. EMR/RCM experience is a plus but not required.

In this role…You’ll handle routine tickets, document outcomes, use standard tools and macros correctly, and collaborate with senior teammates through structured escalation.

This role is part of Support, reporting to the Support Lead.

The role is remote based in the United States.

Responsibilities

• Triage and define tickets by asking strong discovery questions to gather required details and reduce back-and-forth; resolve common issues using established playbooks, macros, and standard troubleshooting steps
• Document cases with clear, concise notes; close the loop with the customer on every interaction
• Meet team response-time and quality standards; expected ticket volume varies by complexity and queue demand
• Communicate clearly and calmly with customers across email, phone, and chat
• Escalate out-of-scope issues with complete context (where it occurs, what’s happening, impact, steps tried, screenshots/logs)
• Use knowledge base articles, macros, and standard tools accurately; flag gaps in documentation or process
• Follow security, privacy, and compliance practices (including HIPAA expectations when applicable)
• Use AI tools responsibly to draft/summarize content with human review and accountability

Job Qualifications

• 0–2 years experience in customer support, help desk, SaaS support, or a customer-facing operations role
  
• Ability to follow defined processes and apply training, policies, and knowledge base guidance consistently
  
• Strong written communication and professional customer handling skills
  
• Comfortable learning and using support tools and basic troubleshooting workflows (ticketing system, admin console, browser dev tools basics, logs, exports/reports)
  
• Comfort working with structured data at a basic level (spreadsheets, filters, simple formulas)
  
• Familiarity with Google Workspace
  
• Bonus: exposure to healthcare workflows, behavioral health, EMR/RCM, or billing concepts