Support Specialist (Healthcare Software)

Location: Remote anywhere in the United States; based in Eagan, Minnesota, with travel to orientation, industry or company events, and onsite meetings as required. Up to 10% annual travel.

Annual base salary: $50,000–$60,000 USD, plus bonus, benefits, perks, and community gains.

Company

Develops software solutions, data analytics, and services for healthcare and emergency response organizations, including EMS, hospitals, community paramedicine, critical care, fire, and preparedness.

What you will do

• Learn the products and service offerings to answer customer questions and troubleshoot usage and functionality issues through phone, email, and chat.
• Resolve issues or track, escalate, and follow through on open cases to achieve resolution within agreed service levels.
• Communicate proactively with customers and internal stakeholders while maintaining CRM, ticketing, and other support records.
• Collaborate with Support and cross-functional teams to progress and solve client issues.
• Test and reproduce unknown software and hardware problems reported by customers.
• Develop knowledge of the business processes supported by the products and complete assigned projects and tasks.

Requirements

• Degree or an equivalent combination of education and relevant work experience.
• Proven customer service experience supporting a software solution or technology product base; public safety or healthcare experience is preferred.
• Strong written and verbal interpersonal and communication skills.
• Strong troubleshooting, analytical, and creative problem-solving skills.
• Time-management skills and the ability to work in a fast-paced environment while adjusting to changing priorities.
• Ability to work independently as a self-starter in a highly collaborative, team-oriented environment.
• Technical aptitude to learn new systems and knowledge of Microsoft Office Suite or similar tools.
• Ability to handle proprietary and confidential information with discretion.
• Enthusiasm for learning and expanding knowledge or skills, with strong work ethic, integrity, honesty, collaboration, and team orientation.
• Ability to travel up to 10% annually.

Culture & Benefits

• Fully remote US work arrangement under the Remote Work Policy, with remote, hybrid, and onsite options available across the organization.
• Healthcare coverage, employer-sponsored group policies, and additional voluntary insurance plans.
• Flexible paid time off, sick days, holidays, parental leave, and volunteering time.
• Roth or traditional 401(k) with employer match.
• Internal growth opportunities, tuition reimbursement, professional development, and LinkedIn Learning access.
• Community Gains Incentive Program, referral bonuses, and an Employee Assistance Program.