Customer Support Specialist

Note: This is a remote opportunity with 20% travel required. Start a new career as a Customer Support Specialist with Go Icon! Why choose us? Salary is $50,000/year | Credit given for experience Great Benefits Available How you will make an impact: Go Icon powers resident and family engagement for senior living communities through communications, digital signage, activity management, transportation, and AI-driven insights for some of the largest operators in the industry. This role combines customer support, technical troubleshooting, customer education, and operational support. You will help customers solve problems and get the most from Go Icon while also creating resources that make it easier for customers to learn and find answers independently. This includes developing written how-to guides, recording instructional videos, supporting our customer-facing Support site, assisting with account provisioning and configuration, and occasionally delivering customer training. You will work closely with internal teams and customers to resolve issues, configure systems, complete setup tasks, and help ensure customers are successful using the platform. This role emphasizes responsiveness, technical aptitude, curiosity, problem-solving, ownership, and execution in a fast-paced SaaS environment. What You'll Bring: Experience in customer support, technical support, SaaS, technology, or another customer-facing environment preferred. Strong verbal and written communication skills. Strong troubleshooting, critical-thinking, and problem-solving abilities. Comfortable providing phone support and working within a shared case queue. Strong technical aptitude and ability to explain technology to non-technical users. Ability to create clear written instructions and simple instructional videos. Strong attention to detail, organization, and documentation. Ability to manage multiple priorities and follow issues through resolution. Experience with Salesforce, Jira, or similar systems preferred. Experience with software configuration, account provisioning, training, senior living, or healthcare technology is a plus. Benefits Available: Health insurance with company paid premium for employee only coverage FSA and HSA options available Company paid dental insurance for employee only coverage Company paid life insurance Company paid short- and long-term disability insurance A 401K plan with company match and safe harbor contribution Paid Time Off Additional ancillary benefits including Vision, Critical Illness, Voluntary Life/AD&D, and Accident To apply, please complete the required questionnaire. We accept applications on a rolling basis. We are an Equal Opportunity Employer and are committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, ancestry, disability, medical condition, genetic information, marital status, veteran or military status, citizenship status, pregnancy (including childbirth, lactation, and related conditions), political affiliation, or any other status protected by applicable federal, state, or local laws. We are committed to providing an inclusive and accessible recruitment process. If you require accommodations during the interview process, please let us know. Reasonable accommodations will be provided upon request to ensure equal opportunity for all applicants. Applicants may be subject to a background check. Employees in this position must be able to satisfactorily perform the essential functions of the position. If requested, this organization will make every effort to provide reasonable accommodations to enable employees with disabilities to perform the position’s essential job duties. As markets change and the Organization grows, job descriptions may change over time as requirements and employee skill levels evolve. With this understanding, this organization retains the right to change or assign other duties to this position. If you are an applicant from California, please review this notice . E-Verify Participation Procare HR participates in E-Verify. This employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.