Product Support Specialist

Join the Team Modernizing Medicine At Mod Med, we’re not just building software—we’re reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach: we hired doctors and taught them how to code. This  for doctors, by doctors  philosophy has allowed us to create an AI-enabled, specialty-specific cloud platform that places patients at the center of care.

A Culture of Excellence When you join Mod Med, you’re joining an award-winning team recognized for innovation and employee satisfaction. From our global headquarters in Boca Raton Florida, and extensive employee base in Hyderabad India, we are a team of 4,500+ passionate problem-solvers on a mission to increase medical practice success and improve patient outcomes:

Consistently ranked as a Top Place to Work
2025 Globee Business Awards:
Gold Globee for “Technology Team of the Year”2025 Black Book Awards:
Ranked #1 EHR in 11 Specialties Florida Venture Forum:
Venture-Backed Company of the Year We are growing fast, thinking big, and we are just getting started.

Ready to modernize medicine with us?

Job Description

Summary:

Mod Med is hiring a driven Product Support Specialist I to join our positive, passionate, and high-performing Client Services team focused on providing best-in-class software support service to our expanding client base of Klara users. As a Product Support Specialist I, you will play a critical role in delivering exceptional client service and ensuring smooth, efficient resolution of client issues in a B2B SaaS environment.

Acting as a trusted advisor and first point of contact, you'll bring clarity to client queries across phone, email, and chat, perform technical troubleshooting (including browser diagnostics and APIs), collaborate across teams, author knowledge base content, and advocate for continuous improvement in our client experience. This is an exciting opportunity for someone who thrives in a fast-paced, client-focused environment and is passionate about solving problems, leveraging modern AI tools, improving workflows, and delivering excellence.

Your Role:

Serve as the frontline of support, responding to client inquiries via phone, email, and chat with a client-first mindset and multi-tasking skills across concurrent chats.

Troubleshoot and resolve software-related issues by leveraging product knowledge,Accurately identify, document, and escalate complex issues while maintaining ownership through resolution.

Author, edit, and publish Knowledge Base articles

Collaborate cross-functionally with internal teams to drive timely and effective solutions.

Maintain high standards of communication and professionalism in every interaction.

Proactively suggest process improvements and adopt AI-driven productivity tools to enhance client satisfaction and operational efficiency.

Stay up to date on product updates, workflows, and best practices to deliver informed support.

Skills & Requirements:

Bachelor’s degree.
1–2 years in B2B SaaS or enterprise technical support (not high-volume transactional or retail support)
Strong troubleshooting skills with the ability to think analytically and solve problems under pressure.

Experience in high-volume, primarily transactional support environments alone will not be sufficient for success in this role Experience working directly with customers to diagnose issues (not solely internal IT or infrastructure support)
Ability to work from 11 am to 8 pm EST (required), as well as during weekends as and when required1-2 years of experience in handling customer support in an Omni Channel Environment.

Prior experience in a medical practice or working with EMR systems is highly desirable.

Familiarity with Apple platforms…