Product Support Specialist

About the role

We are actively recruiting a Clinic Product Support Specialist who possesses a profound understanding of product platforms and/or mobile applications - healthcare knowledge is a plus! In this key role, you will be instrumental in elevating patient care by proficiently triaging product issues and providing comprehensive training to our specialized team members. Your expertise in technology will be pivotal in ensuring the smooth integration of our products within clinics, with a specific emphasis on optimizing product functionality, enhancing user experience, and streamlining internal workflows. As a technologist - you’ll play a critical role in bringing a technical appreciation to less technical folks.

As the Clinic Product Support Specialist you will be at the forefront of addressing the evolving needs of our healthcare product platform. Your responsibilities will extend to identifying and resolving product issues, building incident response processes, training the team on new feature releases and helping build new product functionalities . Your role is vital in maintaining a high level of product resilience and ensuring that our 24/7 technology meets the rigorous standards demanded by the industry. Join us in this exciting opportunity to make a lasting impact on the healthcare landscape by contributing to the effectiveness and reliability of our cutting-edge products within clinical environments.

What You’ll Do:

• Liaising with Clinics: Act as the primary product point of contact for clinics, understanding their needs and challenges
• Issue Triage: Quickly identify and troubleshoot product issues, coordinating and escalating to technical teams as needed for resolution
• Product Launch Support: Be the expert on new releases - evangelizing them to internal and exec stakeholders.
• Feedback Collection and Analysis: Gather and synthesize feedback, to inform product improvements and training needs.
• Documentation: Create product documentation, including release notes and troubleshooting guides.
• Training: Provide training for new product features and updates.

What You’ll Bring:

• Bachelor’s Degree in a relevant field
• 3+ years of experience in product support, particularly with Salesforce and/or mobile applications.
• Experience with product testing, QA, and training in a technical environment.
• Strong skills in workflow design and product documentation.
• Excellent communication and problem-solving abilities.
• Ability to multitask and manage priorities in a dynamic environment.
• Nice to have - Product marketing and/or internal training experience

Benefits & Perks: #LI-Hybrid

• Hybrid work schedule with weekly lunches and stocked fridges
• Monthly social committees for company events
• 18 vacation days, 9 company holidays, 6 3-day weekends, 5 sick days, and 2 personal days
• Stock options for every full-time employee
• Paid parental leave
• 401k benefit
• Commuter Benefits
• Competitive health, dental, and vision insurance options