Technical Account Specialist

Role overview

This is a front-line technical support role focused on helping healthcare providers and their end users navigate a prescription management software platform. The position centers on removing friction from the prescribing workflow so clinicians can spend more time with patients and less time wrestling with technology. Success depends on pairing efficient troubleshooting with empathetic, customer-first communication in a fast-paced, remote environment.

Responsibilities

- Answer inbound phone calls, support emails, and customer portal cases, serving as the first point of contact for clinicians and their staff - Gather relevant details from customers, assess reported issues, and determine the best path to resolution - Use internal documentation, knowledge bases, and support tools to resolve cases or hand off to a secondary support tier - Build working knowledge of the prescribing software to address common and moderately complex issues - Manage a portfolio of assigned client accounts, coordinating issue handling and escalation engagement

Requirements

- Associate's degree in software or a technical field, or equivalent experience with at least two years of customer-facing software or IT support - Proficiency with Microsoft Office Suite - Familiarity with a case management platform such as Salesforce, ServiceNow, or Zendesk for tracking notes and customer communication - Strong problem-solving skills and clear verbal and written communication abilities - Comfort working independently in a fast-paced, ambiguous setting while proactively supporting the team - Willingness to help improve troubleshooting documentation and processes

Nice to have

- Experience contributing to knowledge base content or support documentation - Background supporting SaaS products in a healthcare context - Prior exposure to cross-functional collaboration with Product, Sales, or Customer Success teams

Benefits and work setup

- Fully remote within the United States, with a one-time home office stipend and monthly Wi-Fi reimbursement - Flexible scheduling with core collaboration hours of 10:00 AM – 3:00 PM ET - Periodic company-wide offsite events (typically once or twice per year) - Flexible paid time off, 17 company holidays, paid sick leave, and paid parental leave - Multiple medical plan options with company premium contributions, plus dental (including orthodontia) and vision coverage, and HSA/FSA contributions based on plan selection - 401(k) with company match - Hiring for two shifts: 10:00 AM – 6:30 PM EST or 11:30 AM – 8:00 PM EST, each with a 30-minute lunch - Position may be subject to pre-employment drug screening where permitted by applicable law