Technical Support Specialist (Junior / Middle)

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)

Work arrangement
Yes