Senior Technical Support Representative

New

JobgetherHealthcare technology

Based in the United States, Required Pacific Time schedule; Monday through Friday, 10:00 a.m. to 6:00 p.m. Pacific TimeFull-TimeSenior

Salary93,000 - 102,500 USD per year

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Job Details

Languages: Excellent English writing and speaking skills
Experience: 5–8 years of experience in customer-facing technical support or similar roles within a software-as-a-service (SaaS) business.
Required Skills: SaaSHIPAATechnical support

Have 5–8 years of experience in customer-facing technical support or similar roles within a SaaS business.
Bring foundational knowledge of single sign-on (SSO), billing and invoicing systems, modern web browsers and developer tools, mobile operating systems, email deliverability, DNS records, and log-file analysis.
Be able to investigate issues across multiple systems, interpret technical information, identify root causes, and explain solutions clearly.
Have experience managing support queues, prioritizing competing requests, and handling challenging customer conversations.
Have excellent English writing and speaking skills, including the ability to explain technical subjects in concise, approachable language.
Be able to investigate unfamiliar issues, assess possible solutions, and resolve problems efficiently.
Demonstrate attention to detail, time management, and the ability to manage responsibilities autonomously.
Have experience with customer support, billing, messaging, analytics, issue tracking, and observability tools.
Be able to work full-time remotely and consistently work the required Pacific Time schedule.
Complete required training and adhere to applicable healthcare security, privacy, and compliance standards.
Experience in healthcare technology or electronic health record platforms is an advantage.
Familiarity with Help Scout, Stripe, SendGrid, Mixpanel, Shortcut, or Sumo Logic is beneficial.

Respond to customer inquiries primarily by email and use phone conversations when appropriate.
Investigate product bugs, account access, browser and mobile operating system issues, email deliverability, billing concerns, and other technical challenges.
Analyze logs and diagnostic information to identify root causes and determine next steps.
Guide healthcare providers and organizations through product functionality, account configuration, settings, and onboarding.
Document potential bugs, feature requests, and recurring customer pain points, and share them with internal teams.
Use support and analytics tools to investigate issues, understand customer behavior, and provide recommendations.
Manage incoming support queues, prioritize requests, track outstanding issues, and follow through to resolution.
Contribute to support documentation and collaborate with support, product, and other cross-functional colleagues.
Follow healthcare security, privacy, and compliance requirements, including HIPAA-related expectations.

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