Remote Technical Support Specialist – Healthcare SaaS

Solutionreach, Inc.; Lehi (UT); Remote; USD 55,000 - 75,000; Full time

Job summary

Solutionreach, Inc. is seeking a Technical Support Specialist to troubleshoot our software for healthcare practices and educate clients on best practices. This role emphasizes ownership, fast issue resolution, and clear communication across phone, chat, and email.

You will develop product knowledge, assist clients from clinics to hospitals, and provide proactive training and ongoing support remotely to drive client success.

Qualifications

• 2+ years of experience in technology with customer service.
• Proficient with Windows workstation and server environments.
• Strong written and verbal communication.
• Familiar with database types.
• Able to troubleshoot, test, document, and train on software.
• Tech savvy with healthcare practice needs.
• Experience in SaaS is a plus (preferred).

Responsibilities

• Respond to inbound client calls, chats and cases regarding client specific products while troubleshooting our software.
• Act with determination and full ownership to resolve all cases with importance on first contact resolution.
• Develop an understanding of product knowledge, architecture, and solutions.
• Demonstrate comprehensive product knowledge to support our clients in personalizing our service to their practice’s needs.
• Exhibit a speed to success through effective troubleshooting.
• Highlight the ability to resolve synchronization software functioning issues.
• Responsible for managing cases and ensuring timely resolution of client concerns.
• Provide expert advice to assist clients with the health of their business through using Solutionreach software.
• Demonstrate drive for the success of our client’s practices.
• Must be able to effectively solve software issues while utilizing tools for creative solutions and communicating to the client the steps taken to obtain the resolution.
• Responsible for empowering and educating clients on self-help options by teaching customers how to effectively use the knowledgebase by searching and locating their answers together.
• Effectively communicate with the client base via phone email and chat.

Skills

Windows OS

Communication skills

Database knowledge

Troubleshooting

Documentation

Medical software understanding

Client training

Tools

Command prompt

Terminal

CRM software

Job description

Solutionreach, Inc. is seeking a Technical Support Specialist to troubleshoot our software for healthcare practices and educate clients on best practices. This role emphasizes ownership, fast issue resolution, and clear communication across phone, chat, and email.

You will develop product knowledge, assist clients from clinics to hospitals, and provide proactive training and ongoing support remotely to drive client success.