Healthcare SaaS Support Specialist

Company Description Jannic Med Transit is transforming non-emergency medical transportation through a modern, technology-driven platform and a strong commitment to service. The company leverages smart scheduling, real-time tracking, and personalized care options to meet the specific needs of each client. Its state-of-the-art fleet is designed for safety and comfort, and professionally trained drivers provide compassionate support. By using data-driven insights and focusing on accessibility, Jannic Med Transit helps make healthcare more reachable and convenient for diverse patient populations.

Team members join a mission-driven organization dedicated to improving the future of medical transportation.

Role Description   The Healthcare SaaS Support Specialist is a full-time, on-site role based in Aguascalientes, AGU. This role focuses on supporting healthcare clients and internal teams in the effective use of Jannic Med Transit’s technology platform. Daily responsibilities include responding to support tickets and phone inquiries, troubleshooting technical and user issues, and guiding users through system features such as scheduling, tracking, and patient data workflows.

The specialist collaborates with operations, clinical, and technical teams to clarify requirements, document issues, and escalate complex problems as needed. Additional tasks include creating knowledge base articles, assisting with user training sessions, gathering product feedback, and helping ensure that platform usage aligns with safety, compliance, and service standards in the medical transportation environment.
Qualifications
Healthcare and Medicine:
Foundational understanding of healthcare workflows, medical transportation environments, and basic medical terminology.
EMT and Clinical Exposure: EMT background, clinical support experience, or similar field exposure that enables effective communication with medical staff and understanding of patient safety needs.
Communication and Training:
Strong verbal and written communication skills, with experience in explaining technical concepts, providing user guidance, and facilitating or supporting training sessions.
Technical and SaaS Support:

Experience with SaaS platforms, ticketing systems, and basic troubleshooting of web-based or mobile applications.
Customer Service and Problem-Solving:
Demonstrated ability to handle client inquiries with empathy, manage priorities under time pressure, and resolve issues in a structured, detail-oriented manner.
Collaboration and Organization:
Ability to work cross-functionally with operations, clinical, and engineering teams, while maintaining clear documentation of issues and resolutions.

Education:

Relevant diploma or degree in healthcare, health informatics, IT, or a related field is preferred; equivalent practical experience will be considered.
Language and Availability:
Proficiency in Spanish required;
English proficiency is a plus. Willingness to work shifts or extended hours, depending on operational needs.