Clinician Support Specialist

Responsibilities

• Serve as the primary point of contact for clinicians experiencing issues with Ambience's AI documentation tools, delivering fast and empathetic support via Intercom, email, and other designated channels.
• Diagnose and resolve complex technical issues related to Ambience's platform, EHR integrations, and user configurations — and escalate with clear documentation when needed.
• Identify and surface recurring issue patterns to Engineering, CSM/CES, and Product teams for continuous improvement.
• Build and maintain internal and external support resources including troubleshooting guides, FAQs, and SOPs in Notion and Intercom.
• Respond to PagerDuty alerts and on-call escalations per team protocols.
• Contribute to weekly and monthly reporting workflows across CSAT, FCR, and handling time metrics.
• Participate in team meetings, 1:1s, and cross-functional syncs.

Requirements

• 1+ years of experience in customer support, technical support, or a comparable role — ideally within healthcare or SaaS.
• Demonstrated ability to troubleshoot complex, multi-factor technical issues and communicate resolutions clearly.
• Strong written and verbal communication skills with a clinician-first, empathetic approach.
• Experience building knowledge resources, streamlining workflows, and driving continuous improvement.
• Comfort working across cross-functional teams and escalating trends effectively.
• This is a 12-month contract role with shift hours determined by business need, including potential evening, overnight, and weekend coverage.

Compensation

$24.04–$38.46/hr (equivalent to $50,000–$80,000 annualized at 40 hrs/week). This is a contract position and does not include full-time employee benefits such as health insurance, paid time off, or equity.