Technical Account Specialist

Accountabilities: Serve as a frontline support contact for customers, physicians, nurses, and end users through phone calls, support emails, and inbound cases. Gather relevant information from customers, assess reported issues, and determine appropriate troubleshooting or escalation paths. Use product documentation, knowledge bases, support tools, and available resources to identify and communicate effective solutions. Develop a strong working knowledge of healthcare software applications and their functionality to support customer needs. Manage assigned client accounts and coordinate issue resolution, escalation, and follow-up activities. Document customer interactions, troubleshooting steps, findings, and resolutions accurately within case-management systems. Provide customers with timely, clear, and accurate updates throughout the support process. Identify opportunities to improve troubleshooting documentation, knowledge resources, and support processes. Balance efficient case resolution with an empathetic, customer-first approach that consistently meets or exceeds client expectations. Collaborate with Product, Sales, Customer Success, and other internal teams to address recurring issues and improve the overall customer experience. Maintain productivity, quality, and responsiveness while managing multiple cases and priorities in a fast-paced environment. Requirements Associate’s degree in Software, Information Technology, or a related technical field, or equivalent professional experience. At least 2 years of software or IT support experience in a customer-facing environment. Strong troubleshooting and problem-solving abilities, with the capacity to investigate issues, gather relevant facts, and determine appropriate solutions. Proficiency with Microsoft Office Suite. Experience using case-management or customer-support platforms such as Salesforce, ServiceNow, Zendesk, or comparable tools. Ability to create detailed case notes and manage customer communications throughout the resolution process. Excellent verbal, written, and presentation skills, with the ability to explain technical information clearly to different audiences. Strong attention to detail and the ability to multitask, prioritize, and manage time effectively. Ability to work independently with limited day-to-day instruction while remaining an engaged and proactive team member. Customer-first mindset with the ability to balance efficiency, empathy, and quality. Willingness to contribute to improving troubleshooting documentation and supporting the development of team knowledge. Comfortable working in a fast-paced, ambiguous, growth-oriented SaaS environment. Ability to work one of the following shifts: 10:00 AM–6:30 PM ET or 11:30 AM–8:00 PM ET , each including a 30-minute lunch. Willingness to travel approximately once or twice per year for company events. Ability to work remotely from within the United States. Benefits Competitive base compensation of $43,000–$56,500 annually , plus eligibility for a bonus. Fully remote, remote-first work environment within the United States. One-time home office stipend to help establish a productive workspace. Monthly Wi-Fi reimbursement. Flexible scheduling with core collaboration hours from 10:00 AM–3:00 PM ET . Flexible PTO designed to support meaningful time away from work. 17 company holidays , paid sick leave, and paid parental leave. Multiple medical plan options with significant company premium contributions. Dental coverage, including orthodontia. Vision coverage for employees and families. Company contributions to HSA/FSA accounts, depending on plan selection. 401(k) plan with company matching contributions. Annual company-wide offsite for collaboration and team connection. Opportunity to work in a collaborative healthcare technology environment with cross-functional exposure. Mission-driven work focused on improving prescribing workflows, reducing friction, and supporting better access to healthcare. Pre-employment drug screening may apply after a conditional offer, where permitted by applicable law.