Clinician Support Specialist – Entry Level

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for clinicians facing challenges with Ambience's AI documentation tools, providing prompt and compassionate support through Intercom, email, and other specified channels.

• Analyze and resolve intricate technical problems related to Ambience's platform, EHR integrations, and user settings — escalating with thorough documentation when necessary.

• Recognize and report recurring issue trends to Engineering, CSM/CES, and Product teams to foster ongoing improvement.

• Create and sustain internal and external support materials, including troubleshooting guides, FAQs, and SOPs in Notion and Intercom.

• Address PagerDuty alerts and on-call escalations in accordance with team protocols.

• Contribute to weekly and monthly reporting processes regarding CSAT, FCR, and handling time metrics.

• Engage in team meetings, one-on-ones, and cross-functional syncs.

⛳️ Requirements

• Over 1 year of experience in customer support, technical support, or a similar role — preferably within the healthcare or SaaS sectors.

• Proven ability to troubleshoot complex, multifaceted technical issues and effectively communicate solutions.

• Excellent written and verbal communication skills with a clinician-first, empathetic approach.

• Experience in developing knowledge resources, optimizing workflows, and promoting continuous improvement.

• Comfortable collaborating with cross-functional teams and effectively escalating trends.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance for you and your dependents.

• 401(k) plan with a company match of up to 3% of your base salary.

• A remote-friendly environment (with a San Francisco headquarters) and full equipment provisioning to ensure you work effectively from any location.

• Parental leave to accommodate your family needs.

• Annual company-wide off-sites, team retreats, and regular team lunches and all-hands meetings, with travel, accommodation, and meals provided.

• Flexible time off with no annual limit, along with company-wide holidays and a holiday shutdown from December 24 to January 1 to promote genuine rest and long-term sustainability.