Technical Support Representative

We are looking for a Technical Support Representative to help increase troubleshooting capacity, reduce backlog duration, and improve time to resolution for customer impacting issues. This role plays a critical part in delivering timely and effective support to our customers while preventing prolonged resolution times and potential revenue impact.

This position is ideal for someone who is technically inclined, customer focused, and comfortable troubleshooting software issues in a fast paced, remote environment.

What You Will Do

• Respond to inbound support requests via phone, chat, and email
• Proactively follow up on open, pending, or waiting cases to ensure timely resolution
• Use remote access tools to diagnose and resolve technical and application related issues
• Troubleshoot software behavior, configuration issues, and data related problems
• Resolve issues independently when possible or escalate based on defined support protocols
• Maintain accurate and detailed case documentation within the ticketing system
• Create, update, and utilize support documentation to improve consistency and reduce resolution time
• Assist customers during software upgrades and planned maintenance activities
• Collaborate with internal teams and interface partners as needed
• Stay up to date with software updates, support tools, and technical best practices
• Perform other related duties as assigned
  
  

• Professional, customer focused attitude with strong problem solving skills
• Excellent verbal and written communication skills
• Ability to manage multiple cases and prioritize based on severity and impact
• Basic understanding of Microsoft Windows environments and file structures
• Comfort working in a fast paced, team oriented, remote environment
  
  

• Experience in technical or application support roles
• Working knowledge of Microsoft SQL including queries, data validation, and basic troubleshooting
• Experience supporting healthcare software or SaaS products
  
  

• Fully remote work setup allowing you to work from anywhere
• Stable and growing organization offering long term career opportunities
• Supportive and collaborative team environment
• Exposure to healthcare technology and SaaS platforms
• Clear processes and tools that enable you to succeed and grow professionally