Support Specialist

Overview

Deliver exceptional application support to Komodo Health customers, providing information, best practices, and process guidance for existing products and new platform features. This role is the initial point of contact for user assistance and a key component of the Customer Retention strategy.

What you'll do

• Answer customer questions about general product features and behaviors.
• Handle common technical tasks and activities according to specifications.
• Gather clear requirements for every support ticket, with a particular focus on escalation tickets.
• Collaborate cross-functionally with various product and engineering teams.
• Drive customer product adoption through best-in-class support, following clear SOPs and methodologies.
• Develop knowledge of Komodo's products and data, and promote customer learning and self-help.
• Identify process improvements and share them with internal Komodo stakeholders.

What you'll need

• 2 years in a customer/technical support role, preferably using Service Cloud or similar, as well as Gainsight and Jira.
• Clear written and verbal communication skills in English.
• Technical knowledge and understanding of Google Suite and basic configuration structures.
• 4 year Degree from University (STEM degrees preferred).
• Positive attitude towards work/life.

Nice to have

• Understanding of the healthcare industry (US or other) and prior support experience in this field.
• Technical knowledge such as SQL.
• Understanding of the lifecycle of a software company.

Details

• Hybrid work model with hubs in San Francisco, New York City, and Chicago; some roles can be performed from anywhere in the country, others are scoped to a specific region, and some are based near a hub.
• AI integration into daily work is expected.