Knowtex

Customer Support Lead

Knowtex

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Senior

Tech Stack

ServiceNow

About the role

  • Build and lead the support function that ensures VA clinicians can effectively use Knowtex to document patient encounters.
  • Responsible for the entire support lifecycle—from initial troubleshooting to systemic problem identification, team building, and continuous improvement.
  • Hands-on with support tickets in the early days while simultaneously building the infrastructure, team, and processes to scale.
  • Work at the intersection of healthcare, technology, and operations—balancing urgent user needs with long-term strategic planning.

Requirements

  • 5+ years in customer support operations
  • Technical troubleshooting expertise
  • Healthcare or healthcare IT experience: Understanding of clinical workflows, EHR systems, and patient care environments
  • Metrics-driven approach: Experience defining, tracking, and improving support KPIs (MTTR, CSAT, NPS, ticket backlog, etc.)
  • Ticketing systems: Deep experience with Zendesk, ServiceNow, Jira Service Desk, or similar platforms
  • Data analysis: Proficient in Excel/Google Sheets; comfortable creating dashboards and analyzing trends
  • Technical acumen: Ability to communicate technical concepts clearly
  • Documentation tools: Experience building knowledge bases, troubleshooting guides, and self-service resources
  • Crisis management: Stays calm under pressure; makes sound decisions when stakes are high
  • Communication: Excellent written and verbal skills; can explain complex technical issues to non-technical audiences
  • Empathy: Deep appreciation for user frustration; committed to user success
  • Bias toward action: Moves quickly to solve problems while building sustainable solutions
  • Adaptability: Thrives in ambiguity; comfortable with rapid change and evolving priorities
Benefits
  • Our commitment to diversity & inclusion
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical troubleshootingEHR systemssupport KPIsdata analysisExcelGoogle Sheetsdocumentation toolsknowledge basestroubleshooting guidesself-service resources
Soft Skills
crisis managementcommunicationempathybias toward actionadaptability