Description

The Clinical Product Support Technician provides second-level clinical and technical support to customers using Synapse Digital AI-assisted solutions. This position assumes ownership of assigned cases and open support tickets, follows each issue through resolution or appropriate reassignment, and works closely with customers, product developers, and fellow support technicians to deliver timely and effective solutions.

The technician also supports customer education by providing online product training when needed and promoting relevant company events, services, software features, and customer resources.

Requirements

Experience and Background

•  Experience providing phone, remote, or technical support to customers.
•  Experience troubleshooting software, workflow, billing, or clinical questions preferred.
•  Background in nursing, medical training, health information management, medical billing, or coding is a plus.
•  Experience supporting U.S.-based healthcare customers is preferred.

Strongly Preferred

•  Home health or hospice experience in a clinical, billing, coding, quality assurance, or administrative capacity.
•  Experience using Synergy EMR or another home health or hospice EMR platform.
•  Medical, nursing, billing, coding, or health information certification.
•  Experience using Freshdesk, Freshsales, or comparable ticketing and CRM systems.

Professional Competencies

•  Fluent English communication skills, including speaking, reading, and writing.
•  Strong customer-service, active-listening, and problem-solving skills.
•  Ability to explain clinical and technical information clearly to users with varying levels of experience.
•  Strong attention to detail and the ability to produce complete, accurate documentation.
•  Ability to manage multiple cases, priorities, and deadlines in a fast-paced support environment.
•  Professionalism and discretion when handling confidential customer and patient-related information.
•  Ability to work independently while collaborating effectively with customers and internal teams.

Technical and Work Requirements

•  Reliable computer and stable high-speed internet access.
•  Headphones or a professional headset with a microphone.
•  Access to a quiet and professional work environment.
•  Availability to work within the required 6:00 AM–10:00 PM Pacific Time support coverage window, based on assigned schedule.
•  Ability to remotely connect to customer systems and quickly learn new solutions and platforms, workflows, and technologies.
•  Proficiency with Microsoft Office, email, online meeting platforms, and web-based business applications.