Application Support Specialist
VideaHealth
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
CloudSparkSQL
About the role
- Be the go-to expert supporting customers throughout their AI-powered dental care journey
- Partner closely with the Customer Success team to ensure timely, thoughtful, and effective support
- Deliver tier 1 and tier 2 support to end users via phone and email
- Troubleshoot technical and user-facing issues; escalate complex bugs or feature requests to Product or Engineering as needed
- Triage the support queue and manage day-to-day ticket workflows
- Monitor SLA response times and drive improvements when bottlenecks occur
- Analyze support trends to inform process, product, and documentation enhancements
- Create and maintain internal and external support documentation
- Collaborate cross-functionally to resolve client-reported bugs and installation issues
- Maintain a strong understanding of VideaHealth products and workflows
- Support the Customer Success team on technical deliverables and escalations
Requirements
- 2+ years of demonstrated SaaS technical support experience, ideally in a startup or high-growth environment.
- Proven ability to deliver exceptional customer support and resolve complex technical issues
- Strong documentation, multitasking, and organizational skills
- Analytical and methodical problem solver; calm under pressure
- Comfortable navigating ambiguity and shifting priorities
- Quick learner with the ability to become a product expert
- Effective communicator and team player with strong self-direction
- Experience in the dental field is a plus
- Experience troubleshooting cloud-based or web application issues
- Proficiency with CRM and ticketing tools (e.g., HubSpot, Zendesk, Salesforce, Jira)
- Experience writing SQL queries and interpreting system logs
- Comfortable using tools such as Slack, Google Workspace, Confluence, and other collaboration tools