Lighthouse Software Systems

Location: Remote (U.S. Eastern Time)
Schedule: Full-time, 7:00 a.m. – 3:00 p.m. EST

About the Role
We are seeking a detail-oriented and reliable Customer Service Support team member to join our team. This position supports users of our online software platforms across several states by responding to calls, chats, and emails, resolving issues, and ensuring data accuracy. You’ll work in a fast-paced, collaborative environment where accuracy, communication, and follow-through are essential.

Key Responsibilities

• Provide real-time support to users via phone, chat, and email using Vonage, Freshchat, and Freshdesk.
• Review and resolve incoming tickets, ensuring all interactions are documented and closed only after full resolution.
• Monitor system status for assigned customers ensuring no outages or reported closures.
• Review daily reports and take appropriate follow-up actions.
• Conduct regular outreach to customers regarding compliance and missing information.
• Maintain and test software updates as part of the quality assurance process.
• Ensure all communication is professional, accurate, and aligned with company specific guidelines.
• Contribute to improving training materials by identifying unclear or outdated content.
• Participate in ongoing training to maintain expert-level knowledge of all registry modules.

Requirements

• Strong attention to detail and excellent organizational skills.
• Professional communication skills (written and verbal).
• Experience with help desk or CRM systems (Freshdesk, Zendesk, etc.) preferred.
• Ability to manage multiple tasks efficiently and work independently.
• Comfortable working remotely and adhering to a set schedule.
• Reliable internet connection and ability to maintain consistent communication throughout the shift.

 Optional

• Previous work in the Opioid Treatment Field is a plus but not required

This position involves a variable pace—some days are quiet, while others can be fast-moving and require managing multiple priorities. The ideal candidate will be comfortable with both. During slower periods, you should be proactive in identifying improvements, taking initiative, and maintaining productivity. When the workload increases, you’ll need to manage your responsibilities independently, stay organized, and perform efficiently under pressure.