Technical Account Specialist

Remote (United States)

About the Role

A Technical Account Specialist is needed to provide front-line support for customers, physicians, nurses, and end users in a fast-paced healthcare technology environment. This role focuses on helping users navigate software-related issues, reducing friction in the prescribing process, and delivering timely technical support with a customer-first approach.

This position requires strong communication skills, technical troubleshooting ability, attention to detail, and the ability to balance efficiency with empathy while supporting customers in a remote-first environment.

Employment Type: Full-time

Compensation: $43,000 - $56,500 per year plus bonus opportunities

What You’ll Do

• Answer incoming phone support calls, support emails, and inbound support cases through the customer support portal.
• Work directly with customers to gather details, assess reported issues, and identify the best path toward resolution.
• Use internal tools, documentation, and knowledge bases to troubleshoot customer concerns and provide accurate solutions.
• Escalate cases to higher levels of technical support when additional investigation or resolution is required.
• Utilize available documentation and resources to understand software applications and platform functionality.
• Manage assigned client accounts and coordinate issue tracking, escalation activity, and customer follow-up.
• Provide timely updates and maintain professional communication throughout the support process.
• Collaborate with cross-functional teams including Product, Sales, Customer Success, and Technical Support.
• Assist with improving troubleshooting documentation and internal support resources.

Qualifications

• Associate’s degree in Software, Information Technology, or a related technical field, or equivalent professional experience.
• Minimum of two years of Software or IT Support experience in a customer-facing environment.
• Proficiency with Microsoft Office Suite applications.
• Experience using case management or ticketing platforms such as Salesforce, ServiceNow, or Zendesk.
• Strong troubleshooting and analytical problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to clearly explain technical information and provide accurate customer updates.
• Strong organizational skills with the ability to multitask and manage priorities in a fast-paced environment.
• Detail-oriented mindset with strong time management capabilities.
• Ability to work independently while remaining a collaborative and proactive team member.

Core Competencies

• Apply technical knowledge gained through experience, training, or certification programs to support a broad range of customer issues.
• Handle moderately complex assignments using established procedures and documented workflows.
• Investigate customer concerns, gather facts, and determine appropriate solutions based on available information.
• Adapt existing troubleshooting approaches to resolve related technical situations when necessary.
• Maintain accountability for the quality, accuracy, and timeliness of assigned work.
• Operate independently on daily responsibilities while following general guidance for newly assigned tasks.
• Communicate technical and support-related information effectively with customers, clients, and internal teams.
• Support collaboration and knowledge-sharing efforts across the team environment.

Working Environment

• Fully remote position based within the United States.
• Occasional travel may be required once or twice per year for company meetings or events.
• Fast-paced, growth-focused SaaS work environment with cross-functional collaboration.
• Remote-first culture that values both real-time collaboration and effective asynchronous communication.

Benefits

• Flexible remote work environment designed to support work-life balance.
• Annual company offsite events.
• Generous leave package including flexible time off, paid holidays, paid sick leave, and paid parental leave.
• Medical, dental, and vision insurance coverage for employees and eligible family members.
• Company-funded FSA and HSA options depending on selected medical plan.
• 401(k) plan with company matching contributions.
• One-time remote workspace reimbursement to help optimize home office setup.