Full-Time Clinical Technical Support Specialist

Clinical Technical Support Specialist (B2B SaaS) - Full-Time (Weekends Required, Flexible Weekdays)

Key Responsibilities:

• Respond to customer questions and requests via email using our help desk platform to help them find solutions to their inquiries in an accurate and efficient manner
• Triage tickets, perform escalations to appropriate teams, and provide all necessary details to ensure the teams are equipped to assist the customer
• Support engineering ticket creation, review and prioritization
• Develop and maintain a deep understanding of our product offerings to effectively respond to incoming customer inquiries across our single-channel support system
• Promote customer satisfaction and loyalty by understanding each customer’s unique (and evolving) needs, delivering value, and exceeding expectations
• Improve and advocate for customer experience by identifying opportunities to enhance our product and service features
• Schedule Full 8-hour shifts on both Saturday and Sunday, with the remaining 24 hours scheduled consistently across weekdays (early mornings, evenings, or daytime as preferred). For the first 3 months, this role will require availability during normal Monday-Friday hours for onboarding and training.

Minimum Requirements:

• 3+ years of relevant experience in customer-facing functions such as tech support or clinical treatment
• Experience in a clinical position in a healthcare environment (physical therapist, therapist assistant, rehab technician, etc)
• Knowledge of e-clinical systems and technologies (e.g. EMR, RTM, HEP, CRM, etc.), clinical experience required
• Must have a highly analytical mindset and with superior ability to troubleshoot/test use cases and issues in software
• Proactive, self-motivated and self-directed, with the ability to learn quickly and autonomously
• Exceptional written communication skills

Preferred Qualifications:

• Prior startup and/or B2B SaaS technology organization experience
• Experience with Zendesk or similar customer support software
• Experience in any function of clinical development or medical billing operations (clinical operations, data management, system management, information management, medical monitoring, RCM follow up, claim review and submission, etc.)
• Preferred Excel experience

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