Senior Support Representative (PST)

Position Overview

• Location Type: Remote
• Job Type: Full-time
• Salary: $70,000 - $93,000
• Time Zone: PST
• Location: United States

Healthie powers virtual-first care delivery, aiming to improve healthcare access and outcomes through technology. We provide essential infrastructure, including EHR, scheduling, and patient engagement solutions, enabling organizations of all sizes to build, customize, and scale their virtual-first care operations. Our customers range from small practices to large healthcare companies, delivering care to millions of patients across various health services. We believe the future of healthcare is virtual-first, longitudinal, and collaborative.

About the Role

Healthie is seeking Senior Support Representatives to join our team and provide exceptional product support to our customers. The primary responsibility is delivering fast and efficient customer support via email, which includes troubleshooting bugs, documenting feature requests, analyzing customer data, onboarding new customers, and collaborating with the team to represent the customer's voice. Occasional phone support may also be required. We emphasize a supportive environment without quotas, unnecessary policies, or processes, focusing on doing what's best for our customers. We are committed to human-led support and do not plan to implement AI solutions.

The ideal candidate is passionate about healthcare technology, values quality customer support, and is eager to contribute to customer success. Your understanding of the product and customers will be highly valuable to the business.

Key Responsibilities

• Provide exceptional product support primarily via email.
• Troubleshoot potential bugs and technical issues.
• Document customer feature requests.
• Analyze customer data to identify trends and solutions.
• Assist customers with getting started and utilizing the product effectively.
• Collaborate with the team to escalate customer feedback and insights.
• Provide phone support as needed.

Requirements

• 5-8 years of experience in customer-facing roles at a SaaS company.
• Experience with queue work and ability to quickly learn new systems.
• Strong foundational understanding of:
  • Single Sign-On (SSO)
  • Billing and invoicing
  • Modern browsers and developer tools
  • Mobile operating systems
  • Email deliverability
  • DNS records
  • Reading log files
• Technical aptitude beyond that of a typical support professional.
• Excellent written communication skills, with the ability to explain complex subjects clearly and simply.
• Strong organizational and self-direction skills; ability to work independently and autonomously.
• Proactive problem-solving approach; willingness to figure things out and ask effective questions.
• Fluent English speaker and writer.
• U.S. work authorization required.
• Bonus: Experience in a healthcare technology company.

Work Schedule

• Monday-Friday, 9am - 5pm PST.

Company Information

• Website: https://www.gethealthie.com/