Product Support Specialist 1

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

Join the Team Modernizing Medicine

At ModMed, we're not just building software, we're reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach: we hired doctors and taught them how to code. This "for doctors, by doctors" philosophy has allowed us to create an AI-enabled, specialty-specific cloud platform that places patients at the center of care.

A Culture of Excellence

When you join ModMed, you're joining an award-winning team recognized for innovation and employee satisfaction. From our global headquarters in Boca Raton Florida, and extensive employee base in Hyderabad India, we are a team of 4,500+ passionate problem-solvers on a mission to increase medical practice success and improve patient outcomes: Consistently ranked as a Top Place to Work 2025 Globee Business Awards: Gold Globee for "Technology Team of the Year" 2025 Black Book Awards: Ranked #1 EHR in 11 Specialties Florida Venture Forum: Venture-Backed Company of the Year We are growing fast, thinking big, and we are just getting started. Ready to modernize medicine with us?

Job Description Summary

ModMed is hiring a driven Product Support Specialist I to join our positive, passionate, and high-performing Client Services team focused on providing best-in-class software support service to our expanding client base of Klara users. As a Product Support Specialist I, you will play a critical role in delivering exceptional client service and ensuring smooth, efficient resolution of client issues in a B2B SaaS environment. Acting as a trusted advisor and first point of contact, you'll bring clarity to client queries across phone, email, and chat, perform technical troubleshooting (including browser diagnostics and APIs), collaborate across teams, author knowledge base content, and advocate for continuous improvement in our client experience. This is an exciting opportunity for someone who thrives in a fast-paced, client-focused environment and is passionate about solving problems, leveraging modern AI tools, improving workflows, and delivering excellence.

Your Role

Serve as the frontline of support, responding to client inquiries via phone, email, and chat with a client-first mindset and multi-tasking skills across concurrent chats. Troubleshoot and resolve software-related issues by leveraging product knowledge, Accurately identify, document, and escalation complex issues while maintaining ownership through resolution. Author, edit, and publish Knowledge Base articles Collaborate cross-functionally with internal teams to drive timely and effective solutions. Maintain high standards of communication and professionalism in every interaction. Proactively suggest process improvements and adopt AI-driven productivity tools to enhance client satisfaction and operational efficiency. Stay up to date on product updates, workflows, and best practices to deliver informed support.

Skills & Requirements

• 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 in high-volume, primarily transactional support environments alone will not be sufficient for success in this role
• 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 and when required 1-2 years of experience in handling customer support in an Omni Channel Environment.
• Prior experience in a medical practice or working with EMR systems is highly desirable.
• Familiarity with Apple platforms (Mac, iPhone, iPad) and iOS.
• Working knowledge of support tools such as Zendesk, Jira, Salesforce, or equivalent ticketing and bug-tracking systems.
• Proficiency in Google Workspace (Docs, Sheets, Gmail, etc.).
• Outstanding interpersonal, written, and verbal communication skills.

ModMed Benefits Highlight

At ModMed, we believe it's important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits:

• United States Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution,
• 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
• Generous Paid Time Off and Paid Parental Leave programs,
• Company paid Life and Disability benefits,
• Flexible Spending Account, and Employee Assistance Programs,
• Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed,
• Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning,
• Global presence and in-person collaboration opportunities; dog-friendly HQ (US),
• Hybrid office-based roles and remote availability for some roles,
• Weekly catered breakfast and lunch,
• treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.

It takes more than just a great product to modernize medicine. It takes a great team. The work we do makes a difference. Our web and mobile applications are transforming healthcare information technology to increase practice efficiency and improve patient outcomes. Our innovative and collaborative culture fuels our growth and creates rewarding and empowering experiences for our team.