Technical Customer Support Specialist
$60,000–$75,000 year
Remote · United States or New York City, New York, United States
Job Summary
Technical Customer Support Specialist providing first-line support for clinicians, staff, and admins via Zendesk (email, chat, tickets, phone); troubleshoot user-reported issues, escalate bugs to product/engineering, triage and categorize inbound tickets, and 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 in technical customer support or healthtech/healthcare SaaS; strong troubleshooting and root-cause analysis; experience reporting bugs to Product/Engineering; familiarity with clinical workflows, EHR/EMR, HIPAA considerations, and Zendesk; remote opportunity with EST hours; strong written and verbal communication skills and ability to adapt to fast-changing environments.
Required Qualifications
- 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
- Ability to identify complex bugs and create detailed reports for Product and Engineering teams
- Deep understanding of clinical workflows, home health, or EHR/EMR systems
- Excellent written and verbal communication skills
- Comfort with fast-changing environments and a bias toward action
- Familiarity with ticketing software like Zendesk
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