Technical Support Specialist

Position Summary:

The Support Specialist provides software application and technical support to PatientNow customers, serving as a trusted resource for troubleshooting, education, and issue resolution. This role is responsible for diagnosing customer questions, guiding users through solutions, and ensuring a positive support experience across PatientNow's EMR, Practice Management, and CRM platforms.

Success in this role requires strong technical aptitude, customer empathy, effective communication skills, and a commitment to helping clients maximize the value of their PatientNow investment. Support Specialists are expected to deliver outstanding service, resolve issues efficiently, and contribute to customer satisfaction and retention.

Essential Duties and Responsibilities:

● Provide software application support for PatientNow customers via phone, email, and ticketing systems.

● Assist clients with all aspects of the PatientNow platform, helping them maximize operational efficiency, revenue growth, and patient satisfaction.

● Diagnose and resolve software-related issues as well as hardware integrations involving scanners, barcode readers, cameras, and payment processing devices.

● Guide customers through troubleshooting steps and clearly communicate solutions in a professional, user-friendly manner.

● Accurately document customer interactions, issue details, and resolutions within the CRM and ticketing system.

● Identify, prioritize, and escalate complex or high-impact issues according to established support procedures.

● Conduct customer follow-up and scheduled callbacks to ensure issues are resolved and customer expectations are met.

● Recommend alternative solutions and best practices that improve customer outcomes and platform adoption.

● Stay current on PatientNow products, new feature releases, industry trends, and support processes.

● Contribute to a customer-first culture focused on responsiveness, accountability, and continuous improvement.

• Shift: 1130 AM EST - 8 PM EST

Competencies: To perform the job successfully, an individual should demonstrate the following.

• Adaptability - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.
• Business Ethics – Inspires the trust of others. Keeps commitments. Treats people with respect. Upholds organizational values. Works with integrity and ethically.
• Communications - Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
• Continuous Learning - Assesses own strengths and weaknesses. Pursues training and development opportunities. Seeks feedback to improve performance. Shares expertise with others. Strives to continuously build knowledge and skills.
• Problem Solving - Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.
• Teamwork - Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests.

Education/Experience:

● 1+ years of software support, technical support, customer service, or help desk experience.

● Experience troubleshooting software applications and resolving customer issues in a timely manner.

● Strong technical aptitude with the ability to learn and support multiple software products.

● Experience supporting EMR, Practice Management, CRM, or healthcare technology platforms preferred.

● Experience using CRM and ticketing systems to manage customer cases and documentation.

● Familiarity with remote support tools such as LogMeIn, TeamViewer, or similar technologies.

● Excellent written and verbal communication skills.

● Strong customer service orientation with a commitment to delivering exceptional experiences.

● Ability to multitask, prioritize workload, and manage competing demands in a fast-paced environment.

● Effective problem-solving and analytical skills.

Why You’ll Thrive Here:

In this role, you’ll get to: 

• Work at the intersection of innovation and impact, helping real-world practices grow and thrive in a rapidly expanding market;
• Collaborate with a talented, curious team that values experimentation, learning, and customer empathy;
• Be empowered to lead with autonomy while supported by strong leadership and product discipline; and
• Help modernize aesthetics software in an industry that’s ripe for transformation through innovative, AI-native technology.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

Note: PatientNow jobs are listed on our careers page patientnow.com/careers and select job boards. We will never ask for payment or sensitive info. Official emails come from @patientnow.com, @recura.ai or mail@ats.rippling.com