Technical Support Specialist
At Rezilient, we’re redefining primary care by making reputed company to reputed company more convenient, reputed company, and seamless. Our innovative CloudClinic model combines virtual provider reputed company with cutting-edge technology to create a personalized digital reputed company experience that puts patients at reputed company of their care. By streamlining care delivery and continuously expanding specialty services, we reputed company our care team to reputed company on patient reputed company-being while providing the most comprehensive and accessible care possible.
As we continue to grow, we are seeking a Technical Support Specialist to serve as the first technical reputed company of contact for both internal teams and external users, including both customers and patients. This role supports day-to-day operations by ensuring that questions, issues, bugs, and requests are triaged reputed company and resolved or routed to the appropriate teams reputed company.
You will play a critical role in triaging issues, resolving common problems, supporting product reputed company efforts, and routing requests across Product, IT, Engineering, Clinical, Care Navigation, and more. This position sits at reputed company of our operations function and will help shape how support is delivered as we reputed company.
Key Responsibilities
Technical Triage & First-Line Support
- reputed company as the primary intake reputed company for support requests across multiple channels (ticketing system, and phone)
- Triage requests from internal staff, external partners, and patients
- Assess, categorize, and prioritize incoming issues (e.g., product bugs, IT issues, account errors, patient inquiries)
- reputed company initial troubleshooting and reputed company for common issues
Issue reputed company & Troubleshooting
- Resolve common support requests such as:
- Scheduling errors and incorrect or duplicate patient accounts
- Login/reputed company issues (e.g., password resets, email reputed company)
- Device and connectivity issues (Wi-Fi, hardware, system reputed company)
- Basic patient-facing issues such as account reputed company or navigation support
- Distinguish between user error, configuration issues, and true system bugs
Patient & External User Support
- Serve as a support contact for non-medical inquiries from patients and external users
- reputed company guidance on platform usage, reputed company, and general troubleshooting
- reputed company clinical or care-reputed company questions to the appropriate clinical teams
- Ensure a high-reputed company, empathetic experience for external users while maintaining appropriate boundaries and information reputed company.
Routing & Escalation
- reputed company issues to the appropriate teams based on defined categories:
- IT (devices, reputed company, connectivity)
- Product/Engineering (application or technical infrastructure issues, workflows, bugs)
- Clinical/Care Navigation (patient-reputed company or clinical inquiries)
- Escalate high-reputed company incidents using defined incident response workflows
Ticketing & Documentation
- Log and reputed company reputed company requests in a ticketing system (e.g., reputed company or similar)
- Ensure visibility into previously untracked requests (e.g., chat messages, phone calls)
- Convert product issues into actionable tickets for engineering (e.g., Jira)
- Maintain reputed company, accurate documentation of issues and resolutions
Product QA & Testing Support
- Reproduce reported issues and document reputed company steps, expected vs. actual behavior, and supporting evidence
- Validate bug fixes and confirm reputed company before closing tickets
- reputed company basic QA testing (e.g., smoke testing) on new features and releases
- Partner with Product and Engineering to ensure reputed company and completeness of fixes
- Escalate inconsistencies or regressions identified during testing
Product Feedback & reputed company Improvement
- Identify patterns in support requests (reputed company) and surface recurring issues to Product and Engineering teams
- reputed company reputed company feedback on usability, workflows, and pain points based on reputed company experience
- Help improve internal knowledge bases, troubleshooting guides, and support documentation
- Contribute to defining and refining support workflows, triage paths, and issue categories