Remote Technical Support Specialist - Healthcare SaaS

EverCommerce; United States; Remote; USD 28,000 - 29,000; Full time

Benefits offered by this job

Work location flexibility

Professional development

Wellness stipend

401k with 4% match

Generous paid time off

Employee stock purchase program

Job summary

EverCommerce is seeking a Technical Support Specialist to deliver world-class support for its EverHealth SaaS solutions. This remote role supports healthcare providers nationwide, troubleshooting issues, guiding best practices, and ensuring top-tier customer experiences.

You will collaborate with Product, Engineering, Billing and other teams, staying current on new features while expanding product knowledge. The role emphasizes empathy and clear communication in every customer interaction.

Qualifications

• 1+ years in a customer-facing, technical support role.
• Excellent troubleshooting and analytical skills.
• Strong verbal and written communication skills.
• Ability to explain technical concepts to non-technical users.
• Ability to work independently in a remote environment with a global team.
• Experience with SaaS support is a plus.

Responsibilities

• Provide exceptional support via phone, chat, email, and customer portal.
• Diagnose, troubleshoot, and resolve application, workflow, and configuration issues.
• Explain features and guide customers to maximize solution functionality.
• Escalate complex issues with complete documentation to internal teams.
• Collaborate cross-functionally with Product, Engineering, Billing and others.
• Document all customer interactions and troubleshooting steps.
• Represent the voice of the customer to improve products and services.
• Identify opportunities to improve support processes and experience.
• Research issues using knowledge bases and tools.
• Demonstrate empathy, professionalism, and strong communication.
• Contribute to internal knowledge base articles.
• Meet or exceed customer service metrics and SLAs.
• Continuously expand product knowledge on new features.

Skills

Troubleshooting

Analytical thinking

Communication (verbal)

Communication (written)

Time management

Prioritization

Empathy

Learning agility

Remote collaboration

Job description

EverCommerce is seeking a Technical Support Specialist to deliver world-class support for its EverHealth SaaS solutions. This remote role supports healthcare providers nationwide, troubleshooting issues, guiding best practices, and ensuring top-tier customer experiences.

You will collaborate with Product, Engineering, Billing and other teams, staying current on new features while expanding product knowledge. The role emphasizes empathy and clear communication in every customer interaction.