Technical Support Specialist

Rezilient Health

Technical Support Specialist serving as the first technical point of contact for Rezilient’s healthcare model. Ensuring quick resolution of technical issues and enhancing patient care experience.

Posted 4/16/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Act as the primary intake point for support requests across multiple channels (ticketing system, and phone)
Triage requests from internal staff, external partners, and patients
Assess, categorize, and prioritize incoming issues (e.g., product bugs, IT issues, account errors, patient inquiries)
Provide initial troubleshooting and resolution for common issues
Resolve common support requests such as scheduling errors and incorrect or duplicate patient accounts
Login/access issues (e.g., password resets, email access)
Device and connectivity issues (Wi-Fi, hardware, system access)
Basic patient-facing issues such as account access or navigation support
Distinguish between user error, configuration issues, and true system bugs
Serve as a support contact for non-medical inquiries from patients and external users
Provide guidance on platform usage, access, and general troubleshooting
Route clinical or care-related questions to the appropriate clinical teams
Ensure a high-quality, empathetic experience for external users while maintaining appropriate boundaries and information security.
Log and track all requests in a ticketing system (e.g., Asana or similar)
Ensure visibility into previously untracked requests (e.g., chat messages, phone calls)
Convert product issues into actionable tickets for engineering (e.g., Jira)
Maintain clear, accurate documentation of issues and resolutions
Identify patterns in support requests (internal and external) and surface recurring issues to Product and Engineering teams
Provide structured feedback on usability, workflows, and pain points based on frontline experience
Help improve internal knowledge bases, troubleshooting guides, and support documentation
Contribute to defining and refining support workflows, triage paths, and issue categories

Requirements

What you’ll need

Bachelor’s degree in a relevant field is required
Prior experience in customer support, operations, IT support, QA, or a related field
Strong problem-solving skills and attention to detail
Clear written and verbal communication skills, including experience interacting with external users or customers
Ability to manage multiple requests and prioritize effectively
Working experience with ticketing, knowledge base, and practice management systems (e.g., Jira, Zendesk, Asana)
Exposure to QA, testing, or bug tracking processes
Willingness to be on call and monitor the ticketing system to address time-sensitive issues on weekends as needed.
Ability to travel as needed to HQ in St. Louis, Missouri for team meetings
Strong background in customer service and internal stakeholder management
Ability to autonomously troubleshoot software or basic IT issues
Proficiency with building how to / support documentation
Prior or current experience in healthcare, health tech, and operations environments

Benefits

Comp & perks

This opportunity offers the chance to shape the future of healthcare in a culture where your ideas and contributions have a meaningful impact on the organization's future.
You’ll be part of a supportive, collaborative, and diverse team,
Competitive compensation and benefits that include generous PTO, paid family leave, comprehensive medical, dental, vision, and life insurance, as well as stock options.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingissue categorizationticketing system managementbug trackingdocumentationproblem-solvingprioritizationcustomer supportIT supportQA processes

Soft Skills

attention to detailclear communicationempathymultitaskingstakeholder managementautonomyguidancefeedback provisionworkflow refinementpattern identification