Bilingual Support Specialist — Healthcare SaaS, Own It

Clearpath; Illinois; On-site; USD 55,000 - 75,000; Full time

Job summary

Clearpath is seeking a highly accountable Customer Support Specialist to support and optimize the day-to-day experience of users across the platform, including medical facilities, legal requestors, providers, and patients.

This role emphasizes ownership of issues end-to-end, fast and reliable execution of support workflows, and continuous operational improvement. You will work independently and with cross-functional teams to enhance the customer experience.

Qualifications

• 4–6+ years in customer support, customer operations, or similar
• Experience in healthcare, SaaS, or workflow-driven environments preferred
• Experience with ticketing systems (Zoho preferred; Zendesk, HubSpot, or similar acceptable)

Responsibilities

• Prioritize, triage and resolve inbound support tickets
• Learn and retain detailed knowledge of the platform to troubleshoot issues
• Primary point of contact for inbound support across phone, email, and chat
• Own issues from intake to resolution with timely updates
• Triage and resolve platform, access, and workflow issues across user types
• Document support tickets with high accuracy in Zoho
• Meet and exceed defined SLAs for response and resolution times
• Escalate technical issues while maintaining ownership and communication
• Identify recurring issues and propose process or product improvements
• Support onboarding and training of users including patients and providers
• Collaborate with Implementation, Account Management, Product, and Engineering teams
• Provide actionable feedback to improve platform performance and user experience

Skills

Ticket triage

Technical troubleshooting

Clear communication

Multi-tasking

Platform navigation

Tools

Zoho

Zendesk

HubSpot

Job description

Clearpath is seeking a highly accountable Customer Support Specialist to support and optimize the day-to-day experience of users across the platform, including medical facilities, legal requestors, providers, and patients.

This role emphasizes ownership of issues end-to-end, fast and reliable execution of support workflows, and continuous operational improvement. You will work independently and with cross-functional teams to enhance the customer experience.