Technical Support Specialist (Junior / Middle)

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About the Opportunity A need exists for a Technical Support Specialist to join the team and assist customers in resolving technical issues encountered while using a health services platform. This role is designed for candidates ranging from Junior to Middle-level, with the specific placement determined by their experience. The successful candidate will collaborate closely with customers and internal technical teams to troubleshoot issues, address technical inquiries, and ensure a seamless user experience.

Key Responsibilities

  • Provide technical support to customers through email, chat, and other communication channels.
  • Troubleshoot and resolve technical issues pertaining to the platform.
  • Investigate reported problems and identify potential root causes.
  • Escalate complex technical issues to development or engineering teams as needed.
  • Document support requests, implemented solutions, and recurring issues.
  • Assist customers with understanding platform functionality and basic troubleshooting steps.
  • Monitor support tickets to ensure timely and effective resolution.
  • Collaborate with Product and Engineering teams to relay customer feedback and identify recurring issues.
  • Contribute to the development and maintenance of internal support documentation and knowledge bases.

Required Qualifications

Junior Level

  • 1+ year of experience in technical support, IT support, customer support, or a related field.
  • Foundational understanding of software applications and troubleshooting methodologies.
  • Proficiency in working with web-based platforms and business software.
  • Strong problem-solving abilities and effective communication skills.
  • Capability to articulate technical information clearly and concisely.
  • Good organizational skills and a keen attention to detail.
  • Proficient English communication skills.

Middle Level

  • 3+ years of experience in technical support or a comparable role.
  • Advanced troubleshooting and problem-solving skills.
  • Experience supporting SaaS or web-based applications.
  • Ability to investigate technical issues and collaborate with engineering teams on resolutions.
  • Familiarity with APIs, logs, databases, or basic SQL is advantageous.
  • Experience utilizing ticketing and support platforms.
  • Proficient English communication skills.

Preferred Qualifications

  • Experience with tools such as Zendesk, Intercom, Jira, or similar platforms.
  • Basic knowledge of APIs and Postman.
  • Familiarity with SQL and database concepts.
  • Experience supporting SaaS, healthcare, or technology products.
  • Understanding of data privacy and security principles.

Compensation

$55,000 - $75,000 per year, commensurate with experience and qualifications.

Additional benefits and employment details will be discussed during the hiring process.

What is Offered

  • Fully remote work arrangement with flexible working hours.
  • A supportive and collaborative team environment.
  • The opportunity to work with modern technology stacks.
  • Pathways for professional growth and continuous learning.
  • Experience within a growing HealthTech organization.
Location: Remote Seniority Level: Junior / Middle Salary Range: 55,000 - 75,000 USD (gross, annually)
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