About this role

Serve as the first line of support for our users, including clinicians, staff, and admins via Zendesk (email, chat, tickets, phone)
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, ideally in a healthtech or healthcare SaaS company
Strong ability for technical troubleshooting and root cause analysis, being able to diagnose 'why' something isn't working
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 (bonus if you’ve worked with intake, charting, or QA)
Excellent written and verbal communication skills
you can simplify technical topics for non-technical users
Comfort with fast-changing environments and a bias toward action
Familiarity with ticketing softwares like Zendesk

Technical Customer Support Specialist

Key skills