Posted Tuesday, May 19, 2026 at 4:00 AM
Aline is the bridge between senior care and technology, built to strengthen connection where it matters most. Our all-in-one platform brings together sales, marketing, operations, and engagement tools, empowering senior living communities to work smarter, communicate clearly, and deliver care with heart.
Rooted in industry expertise and born from the merger of leading solutions, Aline serves as a unifying force across the senior care space. We help communities across the country streamline processes, enhance resident and family engagement, and stay aligned through every stage of care.
That’s why everything we build is designed to support stronger collaboration, seamless workflows, and more meaningful experiences for residents, families, and care teams alike.
The
Product
Support
Specialist
contributes to the success of ALINE by ensuring that ALINE software users are provided with
timely
support and solutions and reinforcing the company's commitment to an empathy-based customer experience.
This role
is responsible for
resolving
complex
, specialized,
and escalated
i
ssues
to support a specific functional area or product vertical
.
Responsibilities
Further classifies
, understands, documents, and
resolves
customer support inquiries.
Provides support, education
,
and coordination for
internal and external users
.
Uses the following communication
standards and techniques
to engage with customers:
Connect:
Be lively, be engaging, be human. Something as simple as a friendly introduction can dramatically soften the tone and emotion of their response. Help them feel we practice the “empathy” that we preach in prospect-centered sales.
Untangle:
Seek
to clarify and understand the details of their issue rather than offering quick, generic solutions. Help them feel they are “being heard
”.
Resolve:
Provide
timely
, specific solutions.
Seek
to resolve the core issue at hand, rather than symptoms of the issue, which will
likely continue
to occur. Help them feel they are valued as a customer.
Maintains responsibility for customer support tickets until they are resolved
.
Configure
s
and troubleshoot
s
software solutions according to customer specifications, operating processes/procedures, industry best practices, and project timelines.
Provide
s
recommendations to customers and internal
R&D teams
to prevent the recurrence of common issues and decrease implementation/support efforts.
Escalates
support issues
to
development
teams
as needed
.
Enters and updates support activities
,
tickets
, and knowledgebase articles
in
ALINE support portals
and
communication platforms.
Maintains a working knowledge of relevant
functional area best practices and procedures.
Participate
s
in customer experience/onboarding projects by formatting/preparing/entering data, creating reports, and completing configuration and software/hardware installations
.
Provides phone and email support on weekends and after hours as needed
/as scheduled.
Obtain
a high level
of understanding
in
one or more
ALINE product vertical
s
.
Meet
s
or
exceed
performance metrics such as
ticket resolution time and customer satisfaction
.
Maintain
s
a positive and professional demeanor in all customer interactions,
representing
the company's values and
culture
effectively.
Skills and Eligibility Requirements
Associates or bachelor’s
degree, or p
roven
experience in customer support/service
or technical support/software analysis
required
; 1 (one) to 2 (two) years.
Proficiency
in troubleshooting complex software issues.
Familiarity with relational databases and
SQL fundamentals
.
Strong time management skills.
Tenacity in pursuing problem solving
and thinking critically
.
Adaptability, willingness to learn,
and
self-
motivat
ed
.
Proficiency
in MS Office products, especially Outlook, PowerPoint,
Word
and Excel
.
Empathy, calming presence
, and
the ability to "read" customers
.
Conflict Resolution: Ability to de-escalate and find solutions diplomatically.