Rezilient Health

Technical Support Specialist

Rezilient Health

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • 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

  • 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
  • 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.
Applicant Tracking System Keywords

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

Hard Skills & Tools
troubleshootingissue categorizationticketing system managementbug trackingdocumentationproblem-solvingprioritizationcustomer supportIT supportQA processes
Soft Skills
attention to detailclear communicationempathymultitaskingstakeholder managementautonomyguidancefeedback provisionworkflow refinementpattern identification