AI-Driven Healthcare SaaS Support Specialist I

Modernizing Medicine, Inc.; United States; Hybrid; USD 52,000 - 75,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Life and disability benefits

Flexible Spending Account

LinkedIn Learning access

Hybrid/remote options

Dog-friendly HQ

Job summary

ModMed, also known as Modernizing Medicine, Inc., is seeking a Product Support Specialist I for our Client Services team. You will address client inquiries by phone, email, and chat, diagnose software issues, and publish Knowledge Base content to improve self-service.

This role emphasizes cross-team collaboration, AI-assisted productivity, and delivering excellent client experiences. The position supports a fast-paced, healthcare SaaS environment with a focus on continuous improvement and

Qualifications

• Bachelor's degree.
• 1-2 years in B2B SaaS or enterprise technical support (not high-volume transactional or retail support).
• Strong troubleshooting skills with the ability to think analytically and solve problems under pressure.
• Experience working directly with customers to diagnose issues (not solely internal IT or infrastructure support).
• Ability to work from 11 am to 8 pm EST (required), as well as during weekends as required.
• Prior experience in a medical practice or working with EMR systems is highly desirable.

Responsibilities

• Serve as the frontline of support, responding to client inquiries via phone, email, and chat with a client-first mindset.
• Troubleshoot and resolve software-related issues leveraging product knowledge and document/escalate complex issues until resolution.
• Author, edit, and publish Knowledge Base articles and collaborate with internal teams to drive timely solutions.
• Maintain high standards of communication and professionalism in every interaction.
• Proactively suggest process improvements and adopt AI-driven tools to enhance client satisfaction and efficiency.

Skills

Troubleshooting

Customer communication

Analytical thinking

Omni-channel support

Time management

Education

Bachelor's degree

Tools

Zendesk

Jira

Salesforce

Google Workspace

Job description

ModMed, also known as Modernizing Medicine, Inc., is seeking a Product Support Specialist I for our Client Services team. You will address client inquiries by phone, email, and chat, diagnose software issues, and publish Knowledge Base content to improve self-service.

This role emphasizes cross-team collaboration, AI-assisted productivity, and delivering excellent client experiences. The position supports a fast-paced, healthcare SaaS environment with a focus on continuous improvement and