Technical Support Specialist

Job Description

Become a Technical Support Specialist and serve as the initial point of contact for support inquiries across various channels, including the ticketing system and phone. You'll be responsible for triaging requests from internal staff, external partners, and patients, assessing, categorizing, and prioritizing incoming issues such as product bugs, IT issues, account errors, and patient inquiries. Provide initial troubleshooting and resolution for common issues, including scheduling errors and incorrect or duplicate patient accounts. Address login and access issues (e.g., password resets, email access), as well as device and connectivity problems (Wi-Fi, hardware, system access). Offer basic patient-facing support for account access or navigation issues. Differentiate between user errors, configuration issues, and system bugs. Serve as a support contact for non-medical patient and external user inquiries. Provide guidance on platform usage, access, and general troubleshooting. Route clinical or care-related questions to the appropriate clinical teams. Ensure a high-quality, empathetic experience for external users while upholding appropriate boundaries and information security. Document and track all requests in a ticketing system. Ensure visibility into previously untracked requests. Convert product issues into actionable tickets for engineering teams. Maintain clear and accurate documentation of issues and resolutions. Identify patterns in support requests (internal and external) and surface recurring issues to Product and Engineering teams. Offer structured feedback on usability, workflows, and pain points based on frontline experience. Help improve internal knowledge bases, troubleshooting guides, and support documentation. Contribute to defining and refining support workflows, triage paths, and issue categories.

Qualifications

1. Bachelor’s degree in a relevant field is required. 2. Prior experience in customer support, operations, IT support, QA, or a related field. 3. Strong problem-solving skills and attention to detail. 4. Clear written and verbal communication skills, including experience interacting with external users or customers. 5. Ability to manage multiple requests and prioritize effectively. 6. Working experience with ticketing, knowledge base, and practice management systems (e.g., Jira, Zendesk, Asana). 7. Exposure to QA, testing, or bug tracking processes. 8. Willingness to be on call and monitor the ticketing system to address time-sensitive issues on weekends as needed. 9. Ability to travel as needed to HQ in St. Louis, Missouri for team meetings. 10. Strong background in customer service and internal stakeholder management. 11. Ability to autonomously troubleshoot software or basic IT issues. 12. Proficiency with building how to / support documentation. 13. Prior or current experience in healthcare, health tech, and operations environments.

Benefits

- Shape the future of healthcare in a culture where your ideas and contributions have a meaningful impact on the organization's future. - Be part of a supportive, collaborative, and diverse team. - Competitive compensation and benefits that include generous PTO, paid family leave, comprehensive medical, dental, vision, and life insurance, as well as stock options.