What are the responsibilities and job description for the Technical Support Specialist position at Aloha?
At Aloha, we’re a leading SaaS health-tech company dedicated to providing innovative solutions that elevate the patient experience for healthcare providers. Our mission is to drive growth and advance innovation in the healthcare industry, and we’re on the lookout for passionate and driven team members to join our awesome team.
We’re proud to say that Review Wave has been on the INC 5000 list for six consecutive years (2020-2025). We're planning to keep the momentum going and are gearing up for our biggest growth spurt yet. Are you ready to join us?
About the role
Compensation: $32-34 dollars per hour base Bonus Opportunities
Reports to: Technical Services Manager
Location: McKinney, TX, In-office position
As a Tier II Specialist, you’ll play a crucial role in helping provide best in class technical support to our customers. This is an amazing opportunity to sharpen your technical skills and make a real impact. We’re looking for someone with a history of top performance and a knack for going above and beyond.
What you'll do
- Serve as a primary technical point of contact for clients via scheduled calls, email, and support tickets
- Troubleshoot and resolve application-related issues, with different integrations, potential performance concerns, and configuration problems
- Diagnose and assist with server-side issues, connectivity problems, and system errors across hosted environments
- Monitor incoming support requests, prioritize issues based on urgency, and provide timely follow-up and resolution updates
- Conduct scheduled client support and implementation calls to review issues, provide technical guidance, and ensure successful platform usage
- Collaborate with the onboarding team to assist with new client setup, system configuration, and initial connection/integration processes
- Document troubleshooting steps, resolutions, and client interactions within internal support systems and ticketing platforms
- Escalate complex technical issues to senior engineering or development teams when necessary
- Verify issue resolution through testing, validation, and client confirmation
- Maintain a high level of professionalism and customer service while managing multiple client requests and priorities
- Identify recurring technical issues and recommend process or system improvements to enhance client experience and operational efficiency
.
Qualifications
- Ability to thrive in a fast-paced environment.
- 1-3 years previous experience in technical support.
- Experience with Salesforce, Jira, SQL preferred
- Proficient in pre-call planning, pipeline management, and customer service.
- Strong communication, listening, and critical thinking skills.
- Self-motivated and enthusiastic with a competitive spirit, a willingness to learn, and a positive attitude.
Benefits/Perks:
- Weekly In-House Chiropractic Care
- 4 Company Provided Lunches Weekly
- Professional Development Training and Opportunities
- Full Medical, Dental, and Vision Health Benefits
- Matching 401(k) up to 4%
- Flexible Vacation & Paid Time Off
- Short-term Disability and Life Insurance
Aloha Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Salary : $32 - $34