Technical Customer Support Specialist

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

📋 Description

• Act as the primary support contact for our users, which includes clinicians, staff, and administrators through Zendesk (email, chat, tickets, phone).

• Resolve user-reported issues, escalate bugs to the product and engineering teams, and ensure follow-up on resolutions.

• Assess and organize incoming tickets to enhance the speed and clarity of internal responses.

• Convert user feedback into actionable insights aimed at enhancing product usability.

• Work closely with the Customer Success team to provide a consistent and proactive support experience.

⛳️ Requirements

• Over 3 years of experience in technical customer support or client-facing positions, preferably within a healthtech or healthcare SaaS environment.

• Strong aptitude for technical troubleshooting and root cause analysis, with the ability to determine 'why' an issue is occurring.

• Skill in identifying complex bugs and generating detailed reports for the Product and Engineering teams to address.

• Comprehensive understanding of clinical workflows, home health, or EHR/EMR systems (experience with intake, charting, or QA is a plus).

• Exceptional written and verbal communication skills, capable of simplifying technical subjects for non-technical users.

• Ability to thrive in fast-paced environments with a proactive approach to action.

• Experience with ticketing software such as Zendesk.

🏝️ Benefits

• Join an early-stage team with significant ownership opportunities.

• Enjoy a remote work environment, collaborative culture, and impactful work.

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