Customer Support Specialist

Working Hours

10 am - 6 pm EST, with flexibility for nights and weekends as needed.

Responsibilities

• Provide first-class service including troubleshooting, issue resolution, bug escalation and data request fulfillment for key users, executives and patients
• Explain technical terms and concepts to a non-technical audience
• Support product implementation activities
• Work closely with Professional Services, Customer Success, and Engineering team members to provide a high-quality customer experience
• Assist with team projects such as documentation, process optimization and compliance

Required Skills

• 3-5 years of experience in a customer-facing role such as Support Specialist, Technical Support Specialist, Support Engineer, Technical Support Engineer, Customer Support Engineer
• Experience with technical troubleshooting and the ability to translate findings into clear, actionable reports for engineering teams
• Strong technical aptitude with a demonstrated ability to quickly learn new technologies and platforms
• Proficiency with APIs, including understanding error codes and working with JSON
• Ability to read, interpret, and synthesize API documentation created by technical teams
• Customer-first mindset with a passion for delivering a smooth product experience from implementation through day-to-day use
• Excellent written and verbal communication skills; skilled at building relationships, identifying challenges, and delivering solutions
• Highly organized with the ability to prioritize multiple projects while maintaining a strategic perspective
• Strong problem-solving skills and a drive to analyze complex challenges and determine effective solutions
• A mission-driven orientation to all you do
• Ability to thrive in a small, fast-paced organization
• Bachelor’s degree or equivalent career experience

It’s Also Nice If You…

• Have at least a passing familiarity with the fertility and/or healthcare industries
• Have successfully worked remotely with distributed teams in the past
• Familiarity in at least one coding language
• Familiarity with Datadog or similar logging tools

What We Offer

• Competitive compensation and equity
• Medical, dental, and vision coverage heavily subsidized by the company
• Open Paid Time Off
• Paid family and medical leave
• Generous paid holidays