Clinician Support Specialist

Role Overview:

• Serve as the primary point of contact for clinicians experiencing issues with Ambience's AI documentation tools, delivering fast and empathetic support via Intercom, email, and other designated channels.
• Diagnose and resolve complex technical issues related to Ambience's platform, EHR integrations, and user configurations — and escalate with clear documentation when needed.
• Identify and surface recurring issue patterns to Engineering, CSM/CES, and Product teams for continuous improvement.

Responsibilities:

• Build and maintain internal and external support resources including troubleshooting guides, FAQs, and SOPs in Notion and Intercom.
• Respond to PagerDuty alerts and on-call escalations per team protocols.
• Contribute to weekly and monthly reporting workflows across CSAT, FCR, and handling time metrics.

Requirements:

• 2+ years of experience in customer support, technical support, or a comparable role — ideally within healthcare or SaaS.
• Demonstrated ability to troubleshoot complex, multi-factor technical issues and communicate resolutions clearly.
• Strong written and verbal communication skills with a clinician-first, empathetic approach.
• Comfort working across cross-functional teams and escalating trends effectively.

Benefits & Culture:

• Comprehensive medical, dental, and vision coverage for you and your dependents.
• 401(k) with a company match of up to 3% of base salary.
• A remote-friendly culture with full equipment provisioning and flexible time off with no annual cap.