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PatientNowPatientNowUnited States

Technical Support Specialist

Provide software and technical support for PatientNow's EMR, Practice Management, and CRM platforms. Troubleshoot issues, guide users through solutions, and document cases to ensure customer satisfaction.

50k – 54k
Remote1+ YOECustomer Support

About the role

Essential Duties and Responsibilities

  • Provide software application support for PatientNow customers via phone, email, and ticketing systems.
  • Assist clients with all aspects of the PatientNow platform, helping them maximize operational efficiency, revenue growth, and patient satisfaction.
  • Diagnose and resolve software-related issues as well as hardware integrations involving scanners, barcode readers, cameras, and payment processing devices.
  • Guide customers through troubleshooting steps and clearly communicate solutions in a professional, user-friendly manner.
  • Accurately document customer interactions, issue details, and resolutions within the CRM and ticketing system.
  • Identify, prioritize, and escalate complex or high-impact issues according to established support procedures.
  • Conduct customer follow-up and scheduled callbacks to ensure issues are resolved and customer expectations are met.
  • Recommend alternative solutions and best practices that improve customer outcomes and platform adoption.
  • Stay current on PatientNow products, new feature releases, industry trends, and support processes.
  • Contribute to a customer-first culture focused on responsiveness, accountability, and continuous improvement.

Education/Experience

  • 1+ years of software support, technical support, customer service, or help desk experience.
  • Experience troubleshooting software applications and resolving customer issues in a timely manner.
  • Strong technical aptitude with the ability to learn and support multiple software products.
  • Experience supporting EMR, Practice Management, CRM, or healthcare technology platforms preferred.
  • Experience using CRM and ticketing systems to manage customer cases and documentation.
  • Familiarity with remote support tools such as LogMeIn, TeamViewer, or similar technologies.
  • Excellent written and verbal communication skills.
  • Strong customer service orientation with a commitment to delivering exceptional experiences.
  • Ability to multitask, prioritize workload, and manage competing demands in a fast-paced environment.
  • Effective problem-solving and analytical skills.

Shift: 11:30 AM EST - 8:00 PM EST

Skills

CRMTicketing SystemsLogmeinTeamviewerEmrPractice ManagementTroubleshootingCustomer SupportRemote Support ToolsHardware Integration

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