SaaS Product Support Specialist I – AI-Driven Client Care

Enboarder; United States; Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Paid time off

Parental leave

Life & disability coverage

Tuition reimbursement

LinkedIn Learning

Job 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.

Qualifications

• Bachelor's degree required.
• 1–2 years in B2B SaaS or enterprise tech support.
• Strong troubleshooting and analytical skills.
• Experience with direct customer interactions.
• Ability to work 11 am–8 pm EST (required), including weekends.
• 1–2 years of Omni-Channel customer support experience.
• Experience in medical practice or EMR systems is desirable.

Responsibilities

• Answer client inquiries via phone, email, and chat with a client-first mindset and multi-tasking across concurrent chats.
• Troubleshoot and resolve software-related issues leveraging product knowledge.
• Identify, document, and escalate complex issues to ensure resolution.
• Author, edit, and publish Knowledge Base articles.
• Collaborate cross-functionally with internal teams to drive timely solutions.
• Maintain high standards of communication and professionalism in every interaction.
• Suggest process improvements and adopt AI-driven productivity tools to enhance client satisfaction.
• Stay up to date on product updates and best practices.

Skills

Troubleshooting

Customer communication

Omni-channel support

Analytical thinking

Multi-tasking

Education

Bachelor's degree

Tools

Zendesk

Jira

Salesforce

Google Workspace

Job description

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.