The SSI Group, LLC, headquartered in Mobile, Alabama, is a national leader in Healthcare Technology.
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Client Support Specialist
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Job Code
CSS.181.002
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FLSA Status
Exempt
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Job Family
Client Relations
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Cost Center
181
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Purpose of Position
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The Client Support Specialist serves as the first point of Tier Two client support, responsible for intake, documentation, triage, and coordination of client-reported issues. This role ensures consistent, professional client experience while managing ticket creation and driving resolution workflows.
This role operates within a structured support model consisting of Client Manager, Client Administrator, and Client Support Specialist as the technical support, ensuring proper escalation and accountability across all client issues.
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Duties and Responsibilities
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Essential Functions
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- Client Issue Intake and Ownership:
- Serve as first point of contact for client issues and requests
- Document issues clearly and completely
- Own tickets through initial triage and coordination to close of ticket
- Ticket Management:
- Open, track, and update tickets in support systems
- Categorize issues appropriately (EDI, payer, configuration, etc.)
- Maintain accurate documentation and status updates
- Client Communication:
- Provide timely and professional communication
- Set expectations on timelines and next steps
- Maintain client confidence through transparency
- Revenue Cycle Knowledge:
- Working knowledge of eligibility, claims, rejections, and remittance workflows
- Identify common issues such as payer edits and data mismatches
- Solution Awareness:
- Basic understanding of SSI platforms including clearinghouse, PBE, and ARC
- Perform initial validation and troubleshooting
- Escalation Coordination:
- Escalate issues to Client Manager, Client Administrator, or DevOps Support as appropriate
- Track escalated issues through resolution
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Marginal Functions
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- Other duties as assigned.
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Skills, Knowledge, and Abilities
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- Strong Written and Verbal Communication – Ability to communicate clearly and professionally with both internal teams and clients across multiple channels.
- Client Issue Translation and Ticketing – Proven ability to interpret client concerns and accurately translate them into clear, actionable tickets or work items for technical teams.
- Attention to Detail and Organization – High level of accuracy and organization when documenting issues, tracking progress, and managing information.
- Client‑Focused Mindset – Commitment to understanding client needs and delivering responsive, solution‑oriented support.
- Multi‑Issue and Priority Management – Ability to manage multiple issues and competing priorities simultaneously while maintaining quality and responsiveness.
- Advanced Technical and Troubleshooting Skills – Strong technical knowledge with the ability to diagnose issues, analyze root causes, and support effective resolution.
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- Must be able to interact cordially and productively with co-workers in a team environment.
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- Ability to work under pressure and to prioritize.
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- Must be able to proficiently read and write in English.
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- Must possess effective communications skills with ability to handle difficult situations.
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- Must be able to make independent judgment decisions with minimal supervision.
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- Must be able to see clearly with or without corrective lenses and hear clearly with or without aids.
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- Must be able to use hands, fingers and wrists, repetitively, using a computer keyboard and other office equipment, regularly.
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Information Security and Data Protection
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The SSI Security-First Mindset
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Information security and data protection is a shared responsibility – codified in our commitment to the SSI Security-First Mindset. The SSI Security-First Mindset is comprised of five pillars and universally applicable to all employees, regardless of position description, assigned duties and responsibilities.
The Five Pillars of the SSI Security-First Mindset:
- Pillar 1: Governance: Develop, implement, and enforce secure operational processes, procedures, and routines.
- Pillar 2: Accountability: Take an active role in protecting company assets and system & data resources.
- Pillar 3: Awareness: Recognize, report, and take action to resolve security risks.
- Pillar 4: Preparedness: Develop, implement, test, and improve backup plans for operational processes, procedures, and routines.
- Pillar 5: Collaboration: Communicate, share, and promote your Security-First Mindset at every opportunity.
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Experience and Education Requirements
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Education
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Min/Preferred
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Education Level
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Description
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Minimum
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4 Year / Bachelors Degree
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Bachelor's degree in Computer Science, Data Science, Healthcare Technology or related field.
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Years of Experience
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Minimum Years of Experience
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Comments
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1 year
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Entry-level work experience in a technical field
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1 year
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Experience with reporting tools, Excel, and/or BI platforms
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1 year
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Familiarity with SaaS platforms, system configurations, and data workflows.
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Certifications
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Min/Preferred
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Certification
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Description
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A combination of experience and advanced education may be substituted. Background checks and drug test required.
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Acknowledgement
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I have read and understand this job description and agree that I am able to fulfill the essential functions as stated above. I further understand that it is my responsibility to request an accommodation, if necessary, to fulfill the essential functions of this position.
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Employee's Signature
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Date
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__________________________________
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______________________
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Supervisor Signature
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Date
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__________________________________
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______________________
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SSI offers competitive salaries and an excellent benefits package including medical, dental, life/AD&D, LTD, vision, 401(k) matching, paid vacation and tuition reimbursement.