Product Support Specialist 1

Overview

Product Support Specialist I on ModMed's Client Services team, providing frontline software support to Klara users across phone, email and chat in a B2B SaaS environment.

What you'll do

• Respond to client inquiries via phone, email and chat with a client-first mindset, handling multiple concurrent chats.
• Troubleshoot and resolve software-related issues using product knowledge, including browser diagnostics and APIs.
• Accurately identify, document and escalate complex issues, maintaining ownership through resolution.
• Author, edit and publish Knowledge Base articles.
• Collaborate cross-functionally with internal teams to drive timely and effective solutions.
• Maintain high standards of communication and professionalism in every interaction.
• Proactively suggest process improvements and adopt AI-driven productivity tools to enhance client satisfaction and operational efficiency.
• Stay up to date on product updates, workflows and best practices.

What you'll need

• Bachelor's degree.
• 1–2 years in B2B SaaS or enterprise technical support (not high-volume transactional or retail support).
• Strong troubleshooting skills with the ability to think analytically and solve problems under pressure.
• Experience working directly with customers to diagnose issues (not solely internal IT or infrastructure support).
• Experience in high-volume, primarily transactional support environments alone will not be sufficient for success in this role.
• 1–2 years of experience handling customer support in an Omni Channel environment.
• Ability to work from 11 am to 8 pm EST (required), as well as weekends as and when required.
• Familiarity with Apple platforms (Mac, iPhone, iPad) and iOS.
• Working knowledge of support tools such as Zendesk, Jira, Salesforce, or equivalent ticketing and bug-tracking systems.
• Proficiency in Google Workspace (Docs, Sheets, Gmail, etc.).
• Outstanding interpersonal, written and verbal communication skills.

Nice to have

• Prior experience in a medical practice or working with EMR systems.

Details

• Location: Remote, USA.
• Ability to work 11 am to 8 pm EST, plus weekends as required.