Product Support Specialist 1

Job Description Summary

About the Role 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. Acting as a trusted advisor and first point of contact, you\'ll bring clarity to client queries, collaborate across teams, and advocate for continuous improvement in our client experience.

This is an exciting opportunity for someone who thrives in a fast-paced, client-focused environment and is passionate about solving problems, improving workflows, and delivering excellence. By aligning passion with purpose, your support directly empowers medical practices to save time and keep patients at the absolute center of care.

Primary Duties Responsibilities

• Frontline Omnichannel Support: Serve as the front-line face of ModMed, answering client inquiries seamlessly via phone, email, and live chat with a client-first mindset to create customer delight.
• Root-Cause Troubleshooting: Investigate, resolve, and troubleshoot software-related issues by leveraging internal product knowledge and sharp analytical thinking.
• Issue Ownership Documentation: Take complete accountability for client tickets; accurately identify, document, and escalate complex issues while maintaining deep ownership through to final resolution.
• Cross-Functional Collaboration: Partner timely and effectively with internal cross-functional groups across multiple business units to drive swift, robust solutions.
• Professional Communication: Maintain exceptionally high standards of communication, clarity, and professionalism in every internal and external interaction.
• Process Optimisation: Proactively suggest improvements to Standard Operating Procedures (SOPs) and support processes to enhance operational efficiency and client satisfaction.
• Continuous Product Learning: Stay agile and consistently up to date on software updates, system workflows, and medical tech best practices to deliver highly informed support.

What Were Looking For

• Education: Bachelors degree.
• Experience: 1 to 2 years of proven experience in a client-facing, tech-savvy technical support or customer service role.
• Problem Solving: Strong troubleshooting skills with the built-in ability to think analytically and solve technical problems under pressure.
• Tools: Working knowledge of modern support infrastructure such as Zendesk, Jira, Salesforce, or equivalent ticketing and bug-tracking systems.
• Productivity: Proficiency in the Google Workspace suite (Docs, Sheets, Gmail, etc.).
• Communication: Outstanding interpersonal, written, and verbal communication skills (reading, speaking, and writing).
• Execution: Highly organized with a demonstrated ability to prioritize tasks effectively and manage time independently.

Preferred Qualifications

• Domain Knowledge: Prior hands-on experience working within a medical practice or interacting directly with Electronic Medical Record (EMR) systems.
• Ecosystem: Familiarity with Apple platforms (Mac, iPhone, iPad) and iOS environments.

Phishing scam warning

Phishing scam warning: ModMed is among several companies recently made aware of a phishing scam involving imposters posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote interviews, and making fake job offers in order to collect personal and financial information from unsuspecting individuals. Please be aware that no job offers will be made from ModMed without a formal interview process, and valid communications from our hiring team will come from our employees with a ModMed email address.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.