Bilingual Technical Support Representative - Healthcare Software

Sycle; Lone Tree (CO); Hybrid; USD 28,000 - 32,000; Full time

Benefits offered by this job

Internet subsidy

Benefits plan

Job summary

Sycle, a leading audiology SaaS provider, offers a fully remote Customer Experience role. You will support our platform by phone and email, requiring fluent English and Spanish and a strong problem-solving mindset.

Responsibilities include troubleshooting, onboarding, and documenting interactions in Jira, while collaborating with internal teams to improve workflows. 2–3+ years in a SaaS support role is preferred.

Qualifications

• Bilingual in English and Spanish required.
• 2–3+ years in a technical helpdesk or SaaS support role.
• Strong root-cause analysis and problem-solving skills in software or network environments.
• Customer-focused, proactive, and able to work remotely.

Responsibilities

• Understand Sycle platform functionality and explain steps to non-technical users.
• Perform root-cause analysis of software and connectivity issues.
• Provide browser support and investigate system error logs.
• Assist users with training, platform navigation, and technical environment setup.
• Document and track customer interactions and Jira tickets with logs and steps.
• Identify problematic workflows and report defects to engineering.
• Escalate complex issues with timely, well-documented communication.

Skills

Customer Focused

Bilingual English/Spanish

Technical Troubleshooting

Network Diagnostics

Learning & Teamwork

Browser & OS optimization

CRM/EMR navigation

Communication skills

Remote work

Tools

HubSpot

Jira

Confluence

SFTP

Job description

About Sycle

Sycle is a market-leading global SaaS company with the mission of facilitating the delivery of better hearing to the world. Founded in 2001, we have grown to be the leading practice management solution for audiology (hearing care) providers, with more than 65% market share. The Sycle practice management solution frees up valuable time so our customers can grow their businesses through delivering high quality patient care and exceptional services that delight their customers. Small hearing care practices and some of the largest retailers utilize our software in 13 countries worldwide.

The Sycle team is 120 strong. We are headquartered in Lone Tree, Colorado with a large remote workforce across the US and Canada. We are always on the lookout for exceptional talent to help us build and deliver market-leading tools that make a difference for our customers. Check out our job listings and apply!

Position Requirements

As a vital part of the Sycle Team, the Customer Experience team strives to provide our customers with a level of support that exceeds expectations. The role involves supporting our audiology platform, helping customers learn the system, and leveraging its functionality over the phone and email. Inquiries range from base-level technical troubleshooting—such as investigating software "oddities" and connectivity issues—to billing and medical insurance inquiries. Someone with general SaaS helpdesk experience, coupled with a natural aptitude for technical problem-solving and infrastructure diagnostics, is a good fit for this role.

Language Requirement: Native or full professional fluency in both English and Spanish (written and verbal) is required.

Location, Hours & Pay: This is a fully remote position paying $20–$23/hour requiring the applicant to work from home in one of the following states: AL, CA, CO, FL, IL, MN, NV, OR, TX, or UT. Candidates must be able to work an 8-hour shift scheduled within core operating hours between 6:00 AM and 4:00 PM PST.

Key Competencies Required

• Customer Focused: Serve as the frontline voice for Sycle customers, managing inbound phone calls and emails to help them maximize the software's value.
• Bilingual Communication Skills: Exceptional ability to actively listen and communicate technical and billing concepts clearly and empathetically in both English and Spanish.
• Technical Detective Mindset: Proactively take the lead in identifying the root cause of complex technical issues—from browser conflicts and sync errors to deep infrastructure and network disruptions.
• Learning Ability & Teamwork: Ability to quickly master our core software, ancillary products, and technical diagnostic tools while partnering well with internal teams like Customer Service and Marketing.

Skills and Knowledge

• Language: Professional fluency in Spanish and English (required).
• Technical & Infrastructure Diagnostics: Strong diagnostic skills, including checking connectivity via trace routes, analyzing system/sync error logs, and troubleshooting SFTP
• Browser & OS Environment Management: Proficiency in optimizing Windows, macOS, and a variety of browsers (Chrome, Edge, Safari) for SaaS performance, including clearing cache, setting file associations, and managing plugins/pop-up exceptions.
• Systems Literacy: Experience navigating various CRM, EMR, or EHR databases (e.g., HubSpot, Jira, Confluence) and understanding basic data flows between systems.

Position Responsibilities

• Understand Sycle platform functionality and communicate technical steps succinctly to non-technical users.
• Perform root-cause analysis on software "odd behaviors," network connectivity failures, and browser environment conflicts.
• Provide browser support, troubleshoot software integration syncs, and investigate system error logs.
• Assist users with basic training, platform navigation, and technical environment setup.
• Manage, document, and track customer interactions and internal Jira support tickets with clear evidence (logs, screenshots, testing steps).
• Identify problematic workflows and report core functionality suggestions or software defects to engineering.
• Escalate complex technical or insurance issues in a timely, well-documented manner.

Basic Qualifications

• Fluency in English and Spanish (required).
• 2–3+ years of experience in a technical helpdesk or SaaS support role.
• Proven root-cause analysis and problem-solving skills in software or network environments.
• Strong verbal and written communication skills with a customer-centric attitude.
• High energy, self-motivated, and comfortable working independently in a remote environment.

Nice-to-Have Skills

• Basic knowledge of SQL, APIs and datafeeds
• Advanced experience with medical claim rejection diagnosis or clearinghouses (e.g., Waystar, Optum Intelligent EDI, Claim MD).
• Medical billing certifications (AAPC, CPB).
• Experience handling account maintenance (clinic additions, billing updates, subscription renewals).
• Prior experience in an audiology, ENT, or medical clinic setting.
• Medical Billing & Claims (Foundational): Familiarity with medical terminology, billing principles, and standard coding structures (CPT, HCPCS, ICD-10).

This fully-remote role at Sycle offers a competitive hourly wage, internet subsidy and Sycle’s benefits plan. If you’re a strong fit for this role and live in the following US states: AL, CA, CO, FL, IL, MN, NV, OR, TX or UT please apply. Due to the number of applications we expect to receive, only successful candidates will be contacted.