Customer Support Specialist

MedsenderHealthcare SaaS

US or CanadaFull-TimeMiddle

Salary not disclosed

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Job Details

Requirements

Excellent written communication
Strong customer empathy
Strong attention to detail
Structured approach to problem-solving
High ownership and follow-through
Comfort learning new software quickly
Ability to adapt as product evolves
Prior customer-facing experience (support, operations, campus role, hospitality/retail, internships) is a plus
Exceptional new grads with evidence of grit, organization, and fast learning are welcome

Responsibilities

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.

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