Customer Technical Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Technical Support Specialist based in the United States.

This is a fully remote, customer-focused technical support role within a healthcare SaaS environment.

You will serve as a trusted first point of contact for professionals using an Electronic Health Records (EHR) platform.

The role combines hands-on customer support with technical troubleshooting, data investigation, and SQL-based problem solving.

You will diagnose issues, investigate tickets, and collaborate closely with Development teams to resolve bugs and improve the product.

Your ability to translate technical concepts clearly will help customers overcome challenges and use the platform more effectively.

You will also contribute to documentation, training, reporting, and continuous improvements to the overall user experience.

This is an ideal opportunity for a resourceful problem solver who enjoys variety, customer interaction, and meaningful work in healthcare technology.

Accountabilities:

• Provide customer support: Serve as the first point of contact for users through phone, email, and other support channels, delivering timely, professional, and empathetic assistance.
• Manage support tickets: Receive, investigate, document, and track customer issues through to resolution while maintaining clear and thorough records.
• Troubleshoot technical issues: Diagnose software problems across browsers, devices, and platforms, distinguishing between user errors, software defects, and enhancement requests.
• Investigate data issues: Use Microsoft SQL Server Management Studio, Microsoft Access, and SQL queries to investigate and resolve customer data-related problems.
• Guide customers: Provide practical guidance, best practices, and remote walkthroughs using screen-sharing and other support tools to help users get the most from the application.
• Collaborate with Development: Escalate bugs and complex technical issues appropriately, work with developers on resolutions, and help ensure customer-impacting problems are addressed effectively.
• Improve the customer experience: Identify recurring friction points and recommend improvements to processes, documentation, training resources, or product functionality.
• Support knowledge sharing: Contribute to user and internal training materials, documentation, and resources that enable customers and colleagues to resolve common issues efficiently.
• Share customer insights: Gather feedback and communicate recurring themes, support trends, and product opportunities to the Customer Support leadership team.
• Monitor support performance: Contribute to reporting on support trends, common issues, ticket volumes, and resolution times while supporting other operational priorities as needed.

Requirements:

• 2+ years of experience in customer support, technical support, or a related field, with demonstrated ability to troubleshoot and resolve customer issues.
• 1+ year of experience supporting EHR or healthcare SaaS applications, with an understanding of the needs and workflows of healthcare or human services organizations.
• Hands-on SQL experience, including the ability to write basic queries and investigate data-related issues using relational databases.
• Practical Microsoft Access experience and familiarity with Microsoft SQL Server Management Studio.
• High school diploma or equivalent required; a two- or four-year college degree is preferred.
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Excellent organization and attention to detail, with the ability to manage multiple support tickets, priorities, and follow-ups simultaneously.
• Strong problem-solving and analytical skills, with a resourceful approach to investigating unfamiliar or complex issues.
• Customer-oriented mindset, with the ability to build trusted relationships and turn challenging support experiences into positive outcomes.
• Self-motivated and independent, while also comfortable collaborating with Development, Account Management, and other teams in a remote environment.
• Proficiency with Microsoft Office and Microsoft 365 applications.
• Experience with HubSpot or another CRM, Power BI, and familiarity with HIPAA and healthcare data privacy requirements are advantageous.
• Ability to work from a dedicated, private workspace suitable for handling confidential health information in accordance with applicable compliance requirements.

Benefits:

• Annual salary of $55,000 USD.
• Full-time, permanent employment.
• 100% remote work within the United States.
• Opportunity to work in healthcare technology and EHR SaaS, supporting professionals who rely on the platform in their daily work.
• Exposure to a broad range of technical troubleshooting, SQL/data investigation, product improvement, and customer experience challenges.
• Collaboration with Development, Account Management, and Customer Support teams in a technology-driven environment.
• Opportunities to contribute to training, documentation, reporting, and continuous improvement initiatives.
• A role offering meaningful customer impact while developing expertise across technical support, healthcare software, databases, and SaaS operations.