Support Advisor

Company Description

Sunwave + Lightning Step Technologies provides an all-in-one operational platform for Behavioral Health Treatment Providers, integrating CRM, EMR, RCM, Telehealth, Patient Engagement, Financial Management, and Alumni management into a singular solution. With a centralized data repository, the platform enables seamless operations and advanced reporting capabilities. Sunwave + Lightning Step's generative AI agent, enhances documentation, compliance, and operational efficiency, processing thousands of sessions weekly while securely handling data within the platform. Our innovative tools empower providers to evaluate outcomes, enhance service efficiency, and deliver superior results. Sunwave is dedicated to revolutionizing behavioral health treatment with cutting-edge technologies.

**Role DescriptionThe 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.

Reporting line

Part of Support, reporting to Support Lead.

Working Environment

This position is fully remote and requires the worker to have a dedicated work space in their home during core business hours. Candidates must be based in the United States and legally authorized to work in the United States.

Job 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 Requirements & 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 concept