Source Job

• Serve as the initial point of contact for end user inquiries, providing timely support via email, chat, and Slack.
• Troubleshoot and resolve technical issues related to the application, distinguishing between user errors and system-level problems.
• Own client issues from intake through resolution, ensuring every interaction moves the issue meaningfully forward.

SmarterDx uses clinical AI to help health systems capture the full value of patient care by analyzing EHR data for revenue cycle teams. The company is a remote-first team with a mission-driven culture and offers benefits like unlimited PTO and parental leave.

• Acts as the initial point of contact for Talkdesk's platform related issues, accurately capturing incident details and attempting immediate resolution.
• Familiarity with Reporting, Workforce Management, and Quality Management applications for issue triage, data verification, and system health monitoring.
• Maintains rigorous ticketing hygiene, SLA compliance, and knowledge base documentation while providing professional customer support.

Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world's most admired brands interact with their customers through AI. With a global team and recognition as a Leader in the Gartner Magic Quadrant for CCaaS, the company fosters an inclusive culture where diverse perspectives drive success.

• Provide concierge-level technical and client support across Mercer Advisors' technology ecosystem.
• Manage support requests through ticketing systems, configure user access, and resolve system issues.
• Collaborate with product, engineering, and operations teams to enhance systems and document processes.

Mercer Advisors helps families amplify and simplify their financial lives by integrating financial planning, investment management, tax, estate, and insurance services. They serve over 42,800 families across the U.S., with a culture that values flexibility, diversity, and exceptional talent.

• Provide best-in-class customer support via email, chat, and phone for Xplor's software products.
• Document all customer interactions and escalate complex issues following company policies.
• Meet or exceed personal KPI targets for performance metrics while maintaining high customer satisfaction.

Xplor provides cloud-based, intuitive technology solutions for small and medium-sized businesses, enabling them to manage business operations and payments. The company serves over 130,000 businesses globally and fosters a culture of growth, diversity, and inclusion with core values like 'Find a better way' and 'Win together'.

• Handle patient inquiries via phone, email, and SMS, providing status updates and technical support.
• Navigate multiple software systems and use a knowledgebase to resolve issues quickly.
• Achieve performance metrics including CSAT scores and error rates within 90 days.

Phil is a health-tech startup that provides a patient support platform for prescription management. It is a fast-growing company with a remote-first culture.

• Act as primary support contact, managing Intercom Livechat and troubleshooting product issues.
• Provision accounts, manage permissions, and assign or refresh sales territories.
• Build and grow the help center, automation, and knowledge base to enable customer self-service.

We empower MedTech commercial teams with data, insights, and tools to deliver life-changing medical innovations. We're a remote-first startup building an intuitive revenue acceleration platform for medical device and diagnostic sales professionals.

• Own the end-to-end Jira intake process, evaluating and triaging requests to keep the Business Systems queue organized.
• Execute hands-on Salesforce administration and troubleshoot integrations with tools like Five9, Ironclad, and DocuSign.
• Manage stakeholder expectations, build reports and dashboards, and write technical documentation for system changes.

SmithRx is a Health-Tech company disrupting the Pharmacy Benefit Management sector with a next-generation drug acquisition platform. They have hundreds of thousands of members and a mission-driven collaborative culture that inspires employees to do their best work.

• Resolve customer email requests and provide support on agency commission questions.
• Assist customers with technical issues and collaborate with Engineering to find long-term solutions.
• Support new agency setup and manage offboarding and business relationship changes.

Pie Insurance empowers small businesses by making commercial insurance affordable and easy through technology. The company is a diverse team of builders and entrepreneurs guided by core values.

• Provides front-line technical support for high-visibility partners 24/7/365, ensuring issue intake, triage, and resolution.
• Documents and prioritizes incoming issues, follows escalation procedures, and collaborates with Technology, Client Services, and Partner Integration teams.
• Maintains operational continuity and meets contractual SLAs while delivering exceptional partner support experience.

U.S. Bank is a financial institution that helps customers and businesses make better financial decisions and supports community growth. It fosters a culture where each person's unique potential is valued and encouraged.

• Own technical support for customers, resolving issues and maintaining data connection stability.
• Configure customer-facing templates and implement scheduling tools and CRM integration.
• Collaborate with internal teams to ensure seamless service and provide feedback on user experience.

Steer offers a suite of software tools for automotive repair shops, combining marketing, CRM, and scheduling into one platform. With the acquisition of AutoOps in 2024, the company is a leader in the industry and fosters a collaborative, high-ownership culture.

• Provide timely technical support, guidance, and platform education to patients via email and phone.
• Use patient feedback to help shape the future of the PocketHealth platform.
• Work collaboratively in a fast-paced startup environment to support over 2 million patients.

PocketHealth is a patient-centric platform that enables hospitals and clinics across North America to share imaging records digitally with patients, instantly and securely. The company serves over 800 hospitals and clinics and has a fast-paced startup culture that values empathy, diversity, and inclusion.

• Provide excellent customer service through incoming phone calls and the ticketing system, log and track problems, and triage and escalate issues as necessary.
• Create documentation for common issues, thoroughly document all steps during ticket resolution, and participate in 24x7 on-call support.
• Additional responsibilities as assigned to help drive our mission of improving the lives of everyone living with cancer.

OneOncology positions community oncologists to drive the future of medical care through a patient-centric, physician-driven, and technology-powered model to help improve the lives of everyone living with cancer and other diseases. Our partner practices comprise approximately 2,300+ providers who care for approximately 1.5 million patients across 20 states, and our values-driven culture reflects startup enthusiasm supported by industry leaders.

• Support AlertMedia customers by assessing inbound tickets and live chats regarding technical issues and account questions.
• Communicate with professionalism and empathy to resolve customer issues and ensure a world-class experience.
• Collaborate with team members and escalate advanced cases as needed to the appropriate teams.

AlertMedia helps organizations protect their people and businesses through all phases of an emergency. We are a Best Places to Work company 10 years running, with a collaborative and inclusive culture focused on keeping people safe.

• Support internal teams with system configurations, documentation updates, and testing for symplr products.
• Collaborate with Product, Engineering, and Support teams to ensure successful implementations and resolve issues.
• Drive continuous improvement initiatives and product adoption while engaging with US healthcare clients during night shifts.

Symplr is a leader in healthcare operations solutions, helping organizations integrate critical business operations for better outcomes. They are a remote-first company with employees across the US, India, and the Netherlands, focusing on teamwork, customer success, and integrity.

• Provide world-class technical support via phone, email, and chat for escalated issues, serving as the first internal point of contact for product expertise.
• Triage and escalate bugs and issues from Tier 1 to Tier 3 engineers, ensuring detailed logs and information are gathered.
• Collaborate with cross-functional teams including Product, Integrations, and Support Leadership to improve customer experience and product knowledge.

Turnitin is a global education technology company that provides learning integrity solutions to over 16,000 academic institutions worldwide. With a remote-first culture and a diverse team across 35+ countries, they prioritize employee well-being and collaboration.

• Serve as the primary point of contact for basic technical support and product-related inquiries from customers using Fleetio.
• Provide exceptional customer service for tier 1 tickets via phone calls while maintaining a high level of professionalism and empathy.
• Continuously identify opportunities to improve the customer support process, including streamlining workflows and implementing customer-focused initiatives.

Fleetio is a modern software platform that helps thousands of organizations worldwide manage their fleet operations. They raised $450M in Series D funding and are a proud founding member of the Rails Foundation, with a culture that values remote work and collaboration.

• Support accounts as the operational point of contact between customers and internal service delivery teams.
• Provide phone and email support to external customers by answering questions, resolving problems, and proactively educating customers.
• Handle daily workflows to meet KPI and QA metrics; accurately document all work and customer interactions.

Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide.

• Handle inbound client contacts via portal, email, and phone with prompt response times.
• Perform immediate triage and ticket creation in Zendesk, resolving routine issues per documented playbooks.
• Escalate technical issues to engineering support and communicate timely status updates to clients.

ComPsych is the worldwide leader in organizational mental health, well-being, and absence management. For over 40 years, they combine technology with human expertise, serving more than 75,000 customers worldwide, including 40% of the Fortune 500.

• Be the first point of contact for all customer questions and queries.
• Construct and execute plans to identify, escalate, and remediate operational challenges.
• Work closely with Sales, Customer Success, Implementation, Engineering, and Product teams.

H1 provides a platform that leverages data and AI to unlock medical insights, promoting health equity and improving patient outcomes. The company fosters a collaborative culture focused on innovation and impact, though exact size is not specified.

• Take ownership of support tickets and drive them through to resolution across teams.
• Analyze and troubleshoot multi-layered technical problems to determine appropriate solutions.
• Communicate clearly and professionally via phone and email regarding issues, timelines, and resolutions.

RealPage is a leading provider of property management software solutions for the real estate industry. They are a large organization with a culture that emphasizes innovation, customer success, and professional development.