Associate Support Specialist

Provide front-line technical support for healthcare software users through an inbound support operation. You’ll assess and prioritize incoming issues, investigate routine problems, document findings, and keep clients and internal colleagues informed as cases progress.

• Respond to client requests submitted by phone and web portal.
• Assess issue urgency, prioritize cases, and track them through resolution using case management practices.
• Research problems, document troubleshooting and outcomes, and share clear status updates.
• Work with clients and internal specialists, applying established solutions and knowledge base guidance.
• Build familiarity with the software, its operating environments, and changes in the healthcare technology field.
• Use approved AI-assisted tools for troubleshooting, research, documentation, and communications, checking results for accuracy.

• High school diploma or GED.
• 0-2 years of experience in a technical area such as healthcare, laboratory sciences, technology, or client support.
• Ability to explain technical topics in accessible language and communicate clearly in writing and conversation.
• Strong customer service skills and the ability to handle challenging client issues.
• Willingness to participate in on-call and holiday rotations.

• Related college coursework, certification, technical training, or experience supporting customers in a technical environment.
• Familiarity with SQL, HL7 messages, networking, database administration, Java, Microsoft technologies, enterprise operating systems, or office productivity software.

The stated starting pay range is $19.90-$24.75 per hour; the final rate may vary with location, qualifications, and experience. Work is primarily office-based and computer-focused, with less than 10% travel potentially required. The role includes extended periods at a desk and may involve following client-site safety requirements.