Technical Customer Support Specialist

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

📋 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 classify incoming tickets to enhance internal response efficiency and clarity.

• 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 in a healthtech or healthcare SaaS environment.

• Strong aptitude for technical troubleshooting and root cause analysis, with the ability to determine 'why' a problem exists.

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

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

• Exceptional written and verbal communication capabilities—able to convey technical concepts to non-technical users clearly.

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

• Familiarity with ticketing software such as Zendesk.

🏝️ Benefits

• Excellent health benefits, including healthcare, dental, and vision coverage.