Product Support Specialist

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

📋 Description

• Take ownership of the support ticket queue and address client concerns related to software, logins, billing, and message delivery.

• Analyze root causes by utilizing back-end logs and SQL queries.

• Reproduce issues to differentiate between defects and user errors.

• Conduct client calls for troubleshooting when necessary.

• Escalate verified defects, product decisions, or issues requiring restricted access to the Product or engineering teams.

• Create detailed bug reports that include reproduction steps, the expected versus actual behavior, and supporting evidence.

• Manage and update the Help Center, including guides and short instructional videos.

• Identify ticket solutions that could be converted into self-service content.

• Assist in the implementation and enhancement of AI support tools using knowledge base resources.

• Evaluate AI responses and refine the underlying content.

• Recognize frequently asked questions and automate or streamline associated tasks.

• Safeguard healthcare client data and comprehend AI access limitations.

• Set up new client accounts, locations, and marketing funnels.

• Manage contact list uploads, data entry, and provide self-service setup assistance.

• Supply Customer Success with technical responses, explanations, next steps, and support during client calls.

• Monitor open client-related bugs, product priorities, anticipated fixes, and urgent matters.

• Provide weekly updates and keep Customer Success informed about product priorities.

• Alert the CSM on the same day regarding client frustration, recurring issues, or cancellation risks.

• Coordinate client website development by collecting access and domain information.

• Present website drafts, gather feedback, and direct revisions to the build team.

• Track ongoing website builds to avoid delays.

• Test new releases prior to client exposure and strive to identify defects.

⛳️ Requirements

• Proficient SQL skills, including experience with SELECT queries that utilize filters and joins.

• Strong troubleshooting instincts with the capability to diagnose root causes effectively.

• Warm and clear communication skills with clients, along with the ability to conduct live troubleshooting calls.

• Practical experience using AI tools to automate or enhance workflows, along with a specific example.

• Ability to manage support tickets and active website builds concurrently.

• Attention to detail in setup and data entry tasks.

• Experience in supporting software for healthcare practices (EMR, scheduling, billing, or similar) is a plus.

• Experience in writing help documentation or developing a knowledge base is a plus.

• Familiarity with tools such as Jira, HubSpot, Asana, Fathom, or Claude is a plus.

• Background in QA or software testing is a plus.

• Capability to independently diagnose and resolve technical issues.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health insurance coverage.

• Opportunities for professional development and training.

• Flexible work hours and a supportive work environment.

• Paid time off and holidays.