Client Support Specialist

Role overview

Support clients of a healthcare technology platform by investigating, triaging, and prioritizing software issues that affect their day-to-day operations. The role blends hands-on bug investigation, cross-functional coordination, and customer communication to keep mission-critical workflows running smoothly.

Responsibilities

- Investigate and reproduce reported product bugs within assigned timeframes, gathering comprehensive diagnostic information. - Triage incoming issues, judge relative priority based on user and business impact, and resolve those within scope. - Partner with product and engineering teams to drive rapid resolution of high-severity incidents and communicate status updates. - Translate stakeholder needs into clear, actionable instructions for technical teams and document known issues with workarounds. - Monitor bug trends to surface larger improvement opportunities and contribute to refining the overall issue management process. - Maintain thorough documentation of findings, processes, and priority decisions for future reference.

Requirements

- Two or more years of experience providing technical support for healthcare technology products or software applications. - Bachelor's degree in Computer Science, Information Technology, Healthcare Informatics, or a related field (preferred). - Strong analytical and problem-solving skills with the ability to diagnose complex technical issues. - Clear written and verbal communication skills, including the ability to explain technical concepts to non-technical audiences. - Customer-centric mindset with a track record of empathetic, relationship-driven support. - Familiarity with ticketing and support systems such as JIRA or Zendesk.

Nice to have

- Understanding of software development and quality assurance workflows. - Certifications in healthcare IT or technical support disciplines.

Benefits and work setup

- Fully remote with approximately 5% travel. - Medical, dental, vision, life, and disability insurance, plus an Employee Assistance Program. - 401(k) retirement plan with employer match, and flexible spending or health savings account options. - Flexible time off plus company holidays, and up to 14 weeks of paid parental leave. - Pet insurance benefit. - Salary range of $45,000 to $60,000 annually, depending on experience and skills.