Client Support Technical Specialist

Patagonia Health; Cary (NC); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading healthcare software provider is seeking a Customer Support Technical Specialist to deliver virtual technical support for their EHR platform. The ideal candidate will have experience in technical support, strong Windows OS knowledge, and excellent troubleshooting skills. Responsibilities include diagnosing issues, providing real-time support, and collaborating with various teams to enhance customer experience. This full-time position offers opportunities for growth in a dynamic environment.

Qualifications

• 1 year supporting or using EHR systems.
• 3–4 years in technical support or IT helpdesk.

Responsibilities

• Provide real-time virtual support to healthcare clients.
• Diagnose EHR web application issues using browser developer tools.
• Troubleshoot hardware devices and Windows-related issues.

Skills

Communication

Troubleshooting

Problem Solving

Technical Support

Windows OS

Networking

Education

CompTIA A+

Tools

HTML

JSON

XML

Job description

Join to apply for the Client Support Technical Specialist role at Patagonia Health.

Continue with Google

5 days ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

Sign in to access AI-powered advices

Continue with Google

Job Title: Customer Support Technical Specialist

About Patagonia Health

Patagonia Health Inc. is a healthcare software provider offering a cloud-based, integrated software solution including a federally-certified Electronic Health Record (EHR), Practice Management, and Billing software. The company's mission is to improve EHR usability and reduce costs, addressing key barriers to adoption. Their innovative, apps-based system enhances workflow and organizational efficiency.

Position Overview

As a Customer Support Technical Specialist, you will provide virtual technical support for our EHR platform and related hardware, troubleshooting issues live for clinicians and staff to ensure quick and confident resolution.

This role suits a self-directed individual passionate about technology with a solid understanding of Windows OS, basic networking, and troubleshooting skills. Clear communication of technical issues is essential.

Key Responsibilities

• Coordinate and communicate effectively with various customer teams, confidently discussing technical topics.

EHR & Hardware Support

• Provide real-time virtual support to healthcare clients.
• Diagnose EHR web application issues using browser developer tools.
• Troubleshoot hardware devices like scanners, printers, webcams, and Windows-related issues.
• Assist with email setup in AWS, including DNS configurations.
• Configure SSO integrations using SAML.
• Guide users on EHR navigation and workflows.
• Perform root-cause analysis and escalate complex issues.
• Coordinate with hardware vendors and maintain detailed case notes.

System & Network Troubleshooting

• Investigate system issues using Windows tools.
• Troubleshoot network problems like connectivity and VPN issues.
• Identify performance issues in customer environments.

Knowledge Sharing & Training

• Contribute to documentation and knowledge bases.
• Assist with customer training and webinars.
• Collaborate with product, development, and QA teams to improve customer experience.

Required Skills & Experience

• 1 year supporting or using EHR systems.
• 3–4 years in technical support or IT helpdesk, with hardware and Windows experience; CompTIA A+ preferred.
• Ability to communicate technical concepts clearly to diverse audiences.
• Strong Windows OS knowledge and basic networking skills.
• Excellent virtual troubleshooting and documentation skills.
• Familiarity with security practices and basic HTML, JSON, XML knowledge.
• Self-motivated with problem-solving passion and ability to multitask under pressure.

Additional Information

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: IT Services and IT Consulting