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Technical Support Specialist

1 hour, 53 minutes ago
United States
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
Asana JIRA
Apply Now
Rezilient Health

Rezilient Health

Rezilient Health provides direct primary and specialty healthcare services tailored for employers, focusing on delivering unlimited access to care through innovative platforms like CloudClinics and telehealth, all for a single employer fee, while prior...

Health Care Providers & Services
11-50
Founded 2016
View All Jobs 3

Description

  • Act as the primary intake point for support requests across ticketing systems and phone channels.
  • Triage, categorize, and prioritize issues from internal staff, external partners, and patients.
  • Provide initial troubleshooting and resolve common issues such as scheduling errors, duplicate accounts, login problems, and device/connectivity issues.
  • Support patients and external users with non-medical platform access, usage, and general troubleshooting questions.
  • Route clinical, care-related, IT, product, and engineering issues to the appropriate teams and escalate high-priority incidents when needed.
  • Log, track, and document all requests and resolutions in a ticketing system and convert product issues into actionable engineering tickets.
  • Reproduce reported issues, document expected versus actual behavior, and support product QA by validating fixes and performing smoke testing.
  • Partner with Product and Engineering to identify regressions, confirm resolution, and improve the quality of fixes.
  • Identify recurring support trends and provide structured feedback to help improve workflows, documentation, and support processes.
  • Help refine support workflows, triage paths, issue categories, and internal knowledge resources.

Requirements

  • Bachelor’s degree in a relevant field is required.
  • Prior experience in customer support, operations, IT support, QA, or a related field.
  • Strong problem-solving skills and attention to detail.
  • Clear written and verbal communication skills with experience interacting with external users or customers.
  • Ability to manage multiple requests and prioritize effectively.
  • Experience with ticketing, knowledge base, and practice management systems such as Jira, Zendesk, or Asana.
  • Exposure to QA, testing, or bug tracking processes.
  • Willingness to be on call and monitor the ticketing system on weekends as needed for time-sensitive issues.
  • Ability to travel as needed to headquarters in St. Louis, Missouri for team meetings.
  • Preferred: strong background in customer service and internal stakeholder management.
  • Preferred: ability to autonomously troubleshoot software or basic IT issues.
  • Preferred: proficiency in creating how-to and support documentation.
  • Preferred: prior experience in healthcare, health tech, or operations environments.
  • Preferred: experience as a Customer Support Specialist, Customer Support Engineer, or Technical Support Engineer in a fast-growing tech-forward environment.
  • Preferred: comfort becoming a super user of internal tools and working through ambiguous problems.
  • Preferred: empathy, professionalism, and calm communication when supporting internal and external users.

Benefits

  • Competitive compensation and benefits.
  • Generous PTO.
  • Paid family leave.
  • Comprehensive medical, dental, vision, and life insurance.
  • Stock options.
  • Supportive, collaborative, and diverse team environment.
  • Opportunity to shape the future of healthcare and have meaningful impact.

Interested in this position?

Apply directly on the company website

Apply Now

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