Customer Support Specialist

You’re a Customer Support Specialist who thrives on solving technical problems, translating customer needs into clear solutions and delivering excellent service. We’re EngagedMD and we have a patient journey application used by more than 3 million users nationwide and internationally since its launch, and we continue to see enormous growth and adoption from medical clinics across multiple markets. 

You will have the opportunity to help manage the service relationship with our customers and patients utilizing EngagedMD, proactively work to ensure that our users have the best product experience, and act as the voice of the customer to communicate feedback back to EngagedMD’s Product, Video, and Customer Success teams. You’ll use your technical troubleshooting skills and familiarity with APIs to support users, translate complex issues into clear, actionable insights for our engineering team, and guide customers through day-to-day use. 

This fully remote role reports to our Support and Implementation Manager, and candidates are required to reside in the United States. This role requires legal authorization to work in the United States. EngagedMD is unable to sponsor current H1B visa holders for this role.

Working Hours: 10 am - 6 pm EST, with flexibility for nights and weekends as needed.

Responsibilities

• Provide first-class service including troubleshooting, issue resolution, bug escalation and data request fulfillment for key users, executives and patients
• Explain technical terms and concepts to a non-technical audience 
• Support product implementation activities 
• Work closely with Professional Services,  Customer Success, and Engineering team members to provide a high-quality customer experience
• Assist with team projects such as documentation, process optimization and compliance 

Required Skills

• 3-5 years of experience in a customer-facing role such as Support Specialist, Technical Support Specialist, Support Engineer, Technical Support Engineer, Customer Support Engineer
• Experience with technical troubleshooting and the ability to translate findings into clear, actionable reports for engineering teams
• Strong technical aptitude with a demonstrated ability to quickly learn new technologies and platforms
• Proficiency with APIs, including understanding error codes and working with JSON
• Ability to read, interpret, and synthesize API documentation created by technical teams
• Customer-first mindset with a passion for delivering a smooth product experience from implementation through day-to-day use
• Excellent written and verbal communication skills; skilled at building relationships, identifying challenges, and delivering solutions
• Highly organized with the ability to prioritize multiple projects while maintaining a strategic perspective
• Strong problem-solving skills and a drive to analyze complex challenges and determine effective solutions
• A mission-driven orientation to all you do
• Ability to thrive in a small, fast-paced organization
• Bachelor’s degree or equivalent career experience

It’s Also Nice If You…

• Have at least a passing familiarity with the fertility and/or healthcare industries
• Have successfully worked remotely with distributed teams in the past
• Familiarity in at least one coding language
• Familiarity with Datadog or similar logging tools

What We Offer

• Competitive compensation and equity
• Medical, dental, and vision coverage heavily subsidized by the company
• Open Paid Time Off
• Paid family and medical leave
• Generous paid holidays
• 401(k) retirement savings plan 

EngagedMD is an equal opportunity employer. We’re committed to diversity, equity, and inclusion. We believe our company and products are made better by the varied perspectives of our employees, each of whom we seek to empower and support in their individuality. We hire our team members on the basis of merit, qualifications, and the needs of our business in order to best achieve our mission to make life easier for the clinics and patients we serve.

About EngagedMD

At EngagedMD, we embrace a mission-driven culture where committed individuals come together to make a real difference in healthcare. Our core values of integrity, collaboration, impact, recognition and growth inform how we work together. They also make possible our culture of belonging and excellence where our team members can be themselves, grow professionally, do their best work, and be rewarded for it. Join us today in our mission to help carers carry on caring.