Technical Support Specialist

Job Summary

Supporting a remote team, the Customer Experience Representative will provide technical troubleshooting and medical billing assistance for an audiology SaaS platform, ensuring customer inquiries are effectively managed and resolved.

Key responsibilities

• Understand platform functionality and communicate technical and billing information to customers
• Build professional relationships to maintain customer satisfaction and provide training for new users
• Identify and troubleshoot software issues, managing cases through HubSpot and escalating complex problems as needed

Required qualifications

• 2-3+ years of technical help desk or billing support experience
• Experience with medical claims, terminology, and billing principles (CPT, HCPCS, ICD-10)
• Familiarity with basic diagnostic concepts and browser environment management for SaaS performance
• Strong problem analysis and root-cause troubleshooting skills
• Preferred: AAPC certification or CPB in Professional Billing