Technical Customer Support Specialist

What You’ll Do

• Own the front door for clinicians, staff, and admins via Zendesk (email, chat, tickets, phone).
• Resolve the full range of day-to-day issues such as password resets, audio file transfers, app restarts, login errors, and account configuration.
• Identify, document, and escalate product issues to engineering with enough context to accelerate resolution.
• Manage inbound volume with disciplined categorization and prioritization, maintaining response quality even when the queue is heavy.
• Support users who are time-pressured, non-technical, and often mid-patient-care when something breaks.
• Surface patterns from recurring user pain points and translate them into actionable insights for product.
• Partner with the Customer Success team to deliver a consistent, proactive support experience, especially across enterprise agency clients.

What You Bring

• 3+ years in technical customer support or a client-facing role, ideally in healthtech or healthcare SaaS.
• Troubleshooting instincts - you diagnose the why behind an issue, not just the symptom, and you document it clearly enough for engineering to act on.
• Clinical context - familiarity with home health workflows, EHR/EMR systems, or intake and charting environments is a strong plus.
• Communication range - you can translate a technical issue into plain language for a nurse on a time crunch without making them feel talked down to.
• Operational steadiness - you stay organized and clear-headed in a fast-moving queue, and you default to action over deliberation.
• Zendesk proficiency - or comparable ticketing platform; you're not learning this on the job.

Bonus Points

• Knowledge of HIPAA compliance, security protocols, and protected health information (PHI).
• Experience supporting an AI or voice-based product.