Technical Support Specialist
R
Rezilient HealthHealthcare
United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- QAJiraAsanaZendesk
Requirements
- Bachelor’s degree in a relevant field
- Prior experience in customer support, operations, IT support, QA, or a related field
- Strong problem-solving skills and attention to detail
- Clear written and verbal communication skills, including interacting with external users or customers
- Ability to manage multiple requests and prioritize effectively
- Working experience with ticketing, knowledge base, and practice management systems (e.g., Jira, Zendesk, Asana)
- Exposure to QA, testing, or bug tracking processes
- Willingness to be on call and monitor the ticketing system on weekends as needed
- Ability to travel as needed to HQ in St. Louis, Missouri for team meetings
- Strong background in customer service and internal stakeholder management
- Ability to autonomously troubleshoot software or basic IT issues
- Proficiency with building how to / support documentation
- Prior or current experience in healthcare, health tech, and operations environments
Responsibilities
- Act as the primary intake point for support requests across multiple channels
- Triage requests from internal staff, external partners, and patients
- Provide initial troubleshooting and resolution for common issues like scheduling errors, login/access issues, and device/connectivity problems
- Distinguish between user error, configuration issues, and true system bugs
- Serve as a support contact for non-medical inquiries from patients and external users
- Route issues to the appropriate teams (IT, Product/Engineering, Clinical/Care Navigation)
- Log and track all requests in a ticketing system and convert product issues into actionable tickets for engineering
- Maintain clear, accurate documentation of issues and resolutions
- Reproduce reported issues, validate bug fixes, and perform basic QA testing on new features
- Identify patterns in support requests and provide structured feedback to Product and Engineering teams for continuous improvement
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