Product Support Specialist

## Product Support Specialist 1

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Remote US:
Remote - USA:
Full time:
Posted 3 Days Ago:
R5073
** 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, e
** fficient 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…