Senior Support Specialist - Healthcare SaaS

Clearpath; Chicago (IL); On-site; USD 55,000 - 75,000; Full time

Job summary

Clearpath is seeking a highly accountable Customer Support Specialist to improve the day-to-day experience for medical facilities, legal requestors, providers, and patients. You will own issues end-to-end, learn a technical platform, and drive continuous operational improvements.

This role requires strong problem-solving, meticulous ticketing, and proactive collaboration with cross-functional teams to meet SLAs and elevate customer satisfaction.

Qualifications

• 4–6+ years in customer support, customer operations, or a similar role.
• Experience in healthcare, SaaS, or workflow-driven environments preferred.
• Experience with ticketing systems (Zoho preferred; Zendesk/HubSpot acceptable).

Responsibilities

• Prioritize, triage and work efficiently on inbound support tickets.
• Learn and retain knowledge of the platform to troubleshoot issues.
• Serve as primary point of contact for inbound support via phone, email, chat.
• Own issues from intake to resolution and meet SLAs for response and resolution.
• Triage and resolve platform, access, and workflow-related issues across users.
• Use Zoho to manage and document tickets with high accuracy.
• Escalate technical issues while maintaining ownership and communication.
• Identify recurring issues and suggest process or product improvements.
• Support onboarding and training of users including patients and providers.
• Collaborate with Implementation, Account Management, Product, and Engineering.

Skills

Problem solving

Attention to detail

Clear communication

Multitasking

Learning new platforms

Tools

Zoho

Zendesk

HubSpot

Job description

Clearpath is seeking a highly accountable Customer Support Specialist to improve the day-to-day experience for medical facilities, legal requestors, providers, and patients. You will own issues end-to-end, learn a technical platform, and drive continuous operational improvements.

This role requires strong problem-solving, meticulous ticketing, and proactive collaboration with cross-functional teams to meet SLAs and elevate customer satisfaction.