Product Support Specialist 1

Overview

Product Support Specialist I acts as the frontline support advocate for ModMed clients, helping medical practices resolve software questions and navigate their workflows.

What you'll do

• Act as the frontline of support and a trusted advisor, responding to client inquiries via phone, email, and chat with an empathetic, client-first mindset.
• Troubleshoot and resolve software-related issues by leveraging deep product knowledge and analytical thinking to perform root cause analysis.
• Efficiently master system workflows, accurately documenting and tracking technical issues to drive quick resolutions for users.
• Work timely and effectively with cross-functional internal teams to escalate complex issues and ensure no client is left behind.
• Proactively suggest enhancements to Standard Operating Procedures (SOPs) and internal tools to improve team efficiency and user satisfaction.
• Stay curious about new product updates and contribute to a positive, collaborative culture.

What you'll need

• 1–2 years of experience in a client-facing technical support, customer service, or healthcare-related role.
• A Bachelor's degree is mandatory, but equivalent practical/technical experience is highly valued.
• Comfort with software troubleshooting.
• Excellent verbal and written communication skills with the ability to convey technical concepts simply and empathetically.

Nice to have

• Experience with Apple ecosystems (Mac, iPad, iOS).
• Experience with ticketing platforms (like Zendesk, Jira, or Salesforce).
• Prior experience working within a medical practice or with Electronic Medical Record (EMR) / Electronic Health Record (EHR) systems.

Details

• Location: Hyderabad, India.
• Communication via phone, email, and chat with clients.