Technical Support Specialist

Job Summary

Serving as the first line of support for users, the full-time Technical Customer Support Specialist will troubleshoot issues, escalate bugs, and collaborate with the Customer Success team in a remote environment based in Canada.

Key responsibilities

• Provide support to users via Zendesk, handling inquiries through email, chat, tickets, and phone
• Triage and categorize inbound tickets to enhance response speed and clarity
• Translate user feedback into actionable insights to improve product usability

Required qualifications

• 3+ years of experience in technical customer support or client-facing roles, preferably in healthtech or healthcare SaaS
• Strong technical troubleshooting skills and ability to perform root cause analysis
• Deep understanding of clinical workflows, home health, or EHR/EMR systems
• Familiarity with ticketing software such as Zendesk
• Excellent written and verbal communication skills for simplifying technical topics for non-technical users