Tech Support Specialist - SaaS & Healthcare

Waystar, Inc; Louisville (KY); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Competitive pay

Flexible PTO

Education assistance

LinkedIn Learning access

Mental health support

401K match

Pet insurance

Diversity & inclusion

Job summary

Waystar, Inc. is seeking a technical product support specialist to respond to customer inquiries and resolve complex issues across phone, email, and ticketing channels.

You will diagnose software problems, collaborate with engineering and QA, and document resolutions in the CRM while helping customers maximize product usage. The role requires 2–4 years in SaaS support, strong communication, SQL familiarity, and experience with Zendesk and Salesforce Service Cloud.

Qualifications

• Ability to diagnose and resolve complex technical issues including software configuration and data analysis.
• Excellent written and verbal communication with non-technical users.
• Experience with healthcare IT or revenue cycle management software is a plus.

Responsibilities

• Respond to and resolve complex product support inquiries via phone, email, and ticketing system.
• Diagnose and troubleshoot software functionality, data discrepancies, and integrations.
• Collaborate with engineering, product management, and QA to resolve defects and improve the product.
• Document all interactions and resolutions in the CRM system.
• Provide training to clients on features, best practices, and workarounds.
• Contribute to internal/external knowledge base articles and FAQs.

Skills

Communication

Troubleshooting

CRM proficiency

SQL

Education

Bachelor's degree in Computer Science / IT

Tools

Zendesk

Salesforce Service Cloud

Job description

Waystar, Inc. is seeking a technical product support specialist to respond to customer inquiries and resolve complex issues across phone, email, and ticketing channels.

You will diagnose software problems, collaborate with engineering and QA, and document resolutions in the CRM while helping customers maximize product usage. The role requires 2–4 years in SaaS support, strong communication, SQL familiarity, and experience with Zendesk and Salesforce Service Cloud.