How Remoteville checks and expires listings
Technical Customer Support Specialist
Skills
Software As A ServiceAirline TicketingContextCustomer BaseCustomer SuccessDefaultsHealthcare
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 3+ years in technical customer support or a client-facing role ideally in healthtech or healthcare SaaS
- Direct experience supporting non-technical end users in a high-volume environment
- Strong troubleshooting instincts and ability to document issues clearly for engineering
- Familiarity with home health workflows EHR EMR systems or intake and charting environments
- Ability to translate technical issues into plain language for non-technical users
- Operational steadiness and strong organization in a fast-moving queue
- Zendesk proficiency or comparable ticketing platform experience
Nice to have
- HIPAA knowledge
- Security awareness
- PHI familiarity
- AI product support
- Voice product support
Day to day
- Own first-line support for clinicians staff and admins across email chat tickets and phone in Zendesk
- Troubleshoot common operational issues such as password resets audio transfers app restarts login errors and account configuration with speed and calm
- Identify document and escalate product issues to engineering while following through until the user sees a resolution
- Manage high-volume inbound queues with strong triage prioritization and consistent response quality
- Support non-technical clinicians with patience empathy and clear communication especially during time-sensitive care moments
- Surface recurring pain points and partner with Customer Success to improve the support experience for enterprise agency clients
Hiring process
- Initial Phone Screen
- Hiring Manager Call
- Take Home Assessment
- Final Round + Virtual Meet and Greet