Technical Support Specialist
Job Summary
Supporting West Coast operational hours, the full-time Platform Technical Support Specialist will manage the ticket queue, provide front-line support for providers and clients, and troubleshoot software and hardware issues remotely.
Key responsibilities
- Own the ticket queue by triaging and responding to inbound support requests during operational hours
- Serve as the primary support contact for providers and clients, addressing technical inquiries and training new users
- Manage Technical FAQ articles and escalate more complex issues to appropriate internal teams
Required qualifications
- Strong technical support background with experience in user and application support across multiple systems
- Expertise in ticketing systems, such as Zendesk or ServiceNow, and managing ticket response SLAs
- Ability to troubleshoot hardware and software issues remotely
- Experience interfacing with various stakeholders, including engineering and clinical operations teams
- Familiarity with Jira-Atlassian or equivalent tools for issue reporting and monitoring releases
Complete Job Description
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