Serve as the first line of support for our users, including clinicians, staff, and admins via Zendesk
Troubleshoot user-reported issues, escalate bugs to product/engineering, and follow through on resolution
Triage and categorize inbound tickets to improve internal response speed and clarity
Translate user feedback into actionable insights to improve product usability
Collaborate closely with Customer Success to ensure a consistent and proactive support experience

3+ years of experience in technical customer support or client-facing roles
Strong ability for technical troubleshooting and root cause analysis
Ability to identify complex bugs and creating detailed reports for the Product and Engineering teams to fix
Deep understanding of clinical workflows, home health, or EHR/EMR systems
Excellent written and verbal communication skills
Comfort with fast-changing environments
Familiarity with ticketing software like Zendesk

Technical Customer Support Specialist

Key skills