Technical Customer Support Specialist

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

📋 Description

• Take charge of first-line support for clinicians, staff, and administrators via Zendesk, encompassing email, chat, tickets, and phone communications.

• Address daily issues including password resets, audio file transfers, app restarts, login errors, and account configurations.

• Identify, document, and escalate product-related issues to the engineering team with adequate context.

• Ensure follow-up on escalated issues until users receive a resolution.

• Manage incoming support requests through effective categorization and prioritization.

• Maintain high response quality even during peak ticket volume periods.

• Provide support to time-sensitive, non-technical users in the context of patient care.

• De-escalate user concerns with patience and effective communication.

• Highlight recurring user challenges as actionable insights for product improvement.

• Collaborate with the Customer Success team to ensure a consistent, proactive support experience for enterprise agency clients.

⛳️ Requirements

• Minimum of 3 years of experience in technical customer support or a client-facing role, preferably within the healthtech or healthcare SaaS sectors.

• Direct experience in providing support to non-technical end users in a high-demand environment.

• Proficient in diagnosing root causes of issues rather than just addressing symptoms.

• Capable of documenting issues in a manner that is clear enough for engineering teams to take action.

• Familiarity with home health workflows, EHR/EMR systems, or environments related to intake and charting is highly advantageous.

• Ability to articulate technical issues in simple terms to nurses under time constraints.

• Strong organizational skills and the ability to remain composed in a fast-paced support queue.

• Proficient in Zendesk or experienced with a similar ticketing platform.

• Knowledge of HIPAA compliance, security protocols, and protected health information (PHI) is a plus.

• Experience in supporting an AI or voice-based product is an added advantage.

• Must reside in Canada.

• Must be available to work from 10 am to 6 pm PST, Friday to Tuesday.

🏝️ Benefits

• Opportunity to work remotely.

• Collaborative work culture.

• Engage in meaningful work.

• Significant ownership opportunities.

• Collaborate closely with product and engineering teams to enhance user experience.

• Be part of a mission-driven company that is improving healthcare documentation at scale.

• Join a fast-growing customer base and make a real-world impact.