Clinician Support Specialist
New
A
Ambience HealthcareHealth AI
Remote - US, 1:00 PM – 9:00 PM EST, Monday through Friday, with one overnight on-call rotation per week (including potential weekend coverage).ContractMiddle
Salary36.06 - 50.48 USD per hour
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Job Details
- Experience
- 2+ years
- Required Skills
- SaaSNotionEHRTroubleshootingTechnical supportCustomer support
Requirements
- 2+ years of experience in customer support, technical support, or a comparable role — ideally within healthcare or SaaS
- Demonstrated ability to troubleshoot complex, multi-factor technical issues and communicate resolutions clearly
- Strong written and verbal communication skills with a clinician-first, empathetic approach
- Experience building knowledge resources, streamlining workflows, and driving continuous improvement
- Comfort working across cross-functional teams and escalating trends effectively
- Availability for the 1:00 PM – 9:00 PM EST shift and one overnight on-call rotation per week, including potential weekend coverage
Responsibilities
- Serve as the primary point of contact for clinicians experiencing issues with Ambience's AI documentation tools, delivering fast and empathetic support via Intercom, email, and other designated channels
- Diagnose and resolve complex technical issues related to Ambience's platform, EHR integrations, and user configurations — and escalate with clear documentation when needed
- Identify and surface recurring issue patterns to Engineering, CSM/CES, and Product teams for continuous improvement
- Build and maintain internal and external support resources including troubleshooting guides, FAQs, and SOPs in Notion and Intercom
- Respond to PagerDuty alerts and on-call escalations per team protocols
- Contribute to weekly and monthly reporting workflows across CSAT, FCR, and handling time metrics
- Participate in team meetings, 1:1s, and cross-functional syncs
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