- Own the support queue (L1): Respond to customer questions and issues with urgency, clarity, and empathy via email/chat (and occasional Zoom as needed).
- Troubleshoot and resolve issues: Guide customers step-by-step through Medsender workflows, identify user errors vs. product bugs, and deliver practical solutions or workarounds.
- Escalate effectively to Engineering/Product: When an issue requires deeper investigation, escalate with high-quality detail (clear repro steps, screenshots/context, expected vs. actual behavior, customer impact, and priority).
- Support onboarding and training (as needed): Help new users become confident in Medsender through lightweight walkthroughs and best practices.
- Improve documentation and self-serve resources: Create and maintain help articles, internal runbooks, templates, and macros to reduce repeat questions and speed up resolution.
- Contribute to support operations: Help refine tagging, routing, escalation paths, and simple reporting on trends (top issues, recurring bugs, feature gaps).
- Operate in a HIPAA-aware environment: Handle sensitive information appropriately and follow minimum-necessary practices.