Client Technical Operations Specialist

Position:Client Technical Operations Specialist

Location: Remote

Job :411

# of Openings:1

Client Technical Operations Specialist

Location:

Remote (US)

b.well Connected Health is ending the fragmentation of healthcare. Our platform unifies clinical data, claims, pharmacy, and wearables into a single, longitudinal health record — empowering people to take control of their health through AI-driven insights and a seamless, personalized experience. We power consumer-facing experiences for technology organizations, digital health solutions, health plans, pharmacies, and health systems. If you're passionate about the future of healthcare, come join us!

You’ll be b.well’s operational hub for B2B client support and with some end user support as needed — the person who owns the Jira Service Desk queue, triages every incoming client support ticket, resolves issues independently, manages end user support through Zendesk application, and makes sure we never miss an SLA response window.

This role is more than reactive support. You’ll manage proactive client communications (maintenance notices, incident alerts, annual configuration planning), monitor file delivery alerts, relay client environment downtime notices to internal teams, and handle time-sensitive manual file processing. Working closely with the Developer Services Manager and subject matter experts across Engineering, Product, and Client Success, you’ll own the volume so SMEs can focus on complex resolution.

You’ll also watch activation, early onboarding, and churn signals for lower-contract-value clients, surfacing risks before they become escalations.

This is a role for someone who is technically curious, genuinely client-focused, and takes personal ownership of response quality and proactive communication.

• Own and monitor the Service Desk queue across all client projects. Assess incoming tickets for severity, priority, and category; respond within contractual SLA windows; and resolve Tier 1 issues and end user support requests independently, including:
• FHIR access provisioning requests, configuration questions, and data/compliance inquiries that don't require engineering escalation
• Third-party integration partner support hand-offs
• Data Connection Requests and endpoint data connection validation
• End User Support resolution, on an as-needed basis
• New support tooling configuration, including Slack integrations when needed
• Proactive follow-up with internal stakeholders to ensure timely client responses, plus ownership of client support reporting for company-wide visibility
• Track every open ticket against contractual SLA commitments. When escalation is needed, hand off to the right SME with full context — reproduced steps, environment details, error logs, and client impact. You own response time even when the resolution belongs to someone else; you're the insurance that SLAs are met. You’ll also:
• Draft and send proactive client-facing communications via CRM, including maintenance notices, incident alerts, and downtime notifications
• Manage 90/60/45-day outreach and planning for clients undergoing annual plan year or benefits configuration changes
• Keep CRM contact lists and segments accurate for client communications
• Coordinate with Client Success on recipient lists, timing, and messaging for all outbound communications

• Reproduce and characterize reported bugs — server errors, API failures, SDK initialization problems, OAuth/SSO breakdowns, and health system connectivity issues. Capture structured bug reports that let engineering investigate without follow-up, and elevate P1/P0 issues to the Developer Services Manager immediately. You’ll also:
• Monitor client file alerting for delivery issues, triage in coordination with Data Engineering, and initiate client outreach via CRM when needed
• Receive and relay client environment downtime notices to the right internal Slack channels with correct stakeholder tags
• Process same-day Jira tickets for client manual file processing requests, per established playbooks

• R…