Support Specialist 1

About the role

As a Product Support Specialist I , you are the face of ModMed and a critical advocate for our clients. You will play a vital role in ensuring smooth, efficient resolution of client issues while acting as a trusted advisor and first point of contact. This isn't just about answering tickets-it's about bringing clarity to complex queries, collaborating across teams, and advocating for continuous improvement in the client experience. This is an exciting opportunity for someone who thrives in a fast-paced, tech-savvy environment and is passionate about solving problems and delivering excellence.

Responsibilities

• Omni-Channel Support : Serve as the frontline of support, responding to client inquiries via phone, email, and chat with a "client-first" mindset.
• Problem Solving & Analysis : Troubleshoot and resolve software-related issues by leveraging deep product knowledge and analytical thinking to perform root cause analysis.
• Ownership & Documentation : Accurately identify and document issues; maintain ownership of client problems through resolution or proper escalation of complex cases.
• Cross-Functional Collaboration : Work timely and effectively with internal teams to drive solutions and ensure no client is left behind.
• Professional Communication : Maintain high standards of professionalism and empathy in every interaction, aligning with our value of creating customer delight.
• Operational Excellence : Proactively suggest improvements to Standard Operating Procedures (SOPs) to enhance both client satisfaction and team efficiency.
• Continuous Learning : Stay up to date on product updates, workflows, and industry best practices to deliver informed, high-quality support.

Requirements

• Education: Bachelor's degree required.
• Experience: 1-2 years of proven experience in a client-facing technical support or customer service role.
• Technical Savvy: * Strong troubleshooting skills with the ability to think analytically under pressure.
• Familiarity with Apple platforms (Mac, iPhone, iPad) and iOS.
• Working knowledge of support tools such as Zendesk, Jira, Salesforce, or equivalent ticketing systems.
• Proficiency in Google Workspace (Docs, Sheets, Gmail).
• Communication: Outstanding interpersonal, written, and verbal communication skills. You can explain complex concepts in a way that is easy to understand.
• Bonus Points: Prior experience in a medical practice or working with Electronic Medical Record (EMR) systems is highly desirable.
• Leading ModMed Competencies
• To be successful in this role, you should embody these core competencies:
• Customer Focus: You build strong, positive relationships and deliver customer-centric solutions.
• Communication: You understand audience needs and express ideas clearly to build trust and ensure understanding.
• Agility: You embrace change as a growth opportunity and adapt quickly to new challenges in our fast-moving environment.
• Accountability: You hold yourself to high standards and take pride in delivering successful outcomes for our doctors and their patients.
• Why Join ModMed?
• At ModMed, we believe in aligning passion with purpose . You will be part of a culture tha

Benefits

Additional Information

Join the Team Modernizing Medicine At ModMed , we're not just building software-we're reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach: we hired doctors and taught them how to code. This "for doctors, by doctors" philosophy has allowed us to create an AI-enabled, specialty-specific cloud platform that places patients at the center of care. A Culture of Excellence When you join ModMed, you're joining an award-winning team recognized for innovation and employee satisfaction. From our global headquarters in Boca Raton Florida, and extensive employee base in Hyderabad India, we are a team of 4,500+ passionate problem-solvers on a mission to increase medical practice success and improve patient outcomes: Consistently ranked as a Top Place to Work 2025 Globee Business Awards: Gold Globee for "Technology Team of the Year" 2025 Black Book Awards: Ranked #1 EHR in 11 Specialties Florida Venture Forum: Venture-Backed Company of the Year We are growing fast, thinking big, and we are just getting started. Ready to modernize medicine with us? Job Description Summary: Job description for Product Support Specialist I Department: Support Services Reports to: Manager, Support Services About ModMed At ModMed, we are on a mission to place doctors and patients at the center of care through an intelligent, specialty-specific cloud platform. Our vision is a world where the software we build increases medical-practice success and improves patient outco mes. We don't just build software; we build tools that save time , innovate boldly , and create customer delight . If you are looking to align your passion with a greater purpose and want to "think big, have fun, and do good," you've found your home.

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