Support Specialist I

Summary

Join Modernizing Medicine (ModMed) as a Customer Support Specialist! You will work closely with the Customer Success Team to deliver exceptional customer experiences, troubleshoot issues, and contribute to Klara's user success. This role requires expertise in the Klara product, particularly eForms, and involves building and modifying electronic forms, providing support, coordinating across departments, and investigating bugs. You will be a strong advocate for user needs and will contribute to identifying and resolving support patterns. ModMed offers a competitive benefits package, including comprehensive health insurance, retirement plan (401k), paid time off, and professional development opportunities. The position is based in Boca Raton, FL, with various other office locations and remote work options.

Requirements

• Have 3+ years of experience in a support role
• Have a basic knowledge of web technologies, including knowledge working with mobility focused applications
• Consider empathy and patience to be among your top strengths
• Have an aptitude for digesting and communicating technical concepts across audiences of varying technical ability
• Excel at identifying problems, discovering root causes, and working quickly to find long-term solutions
• Communicate with a professional, upbeat, and friendly tone
• Prioritize well, especially while under pressure
• Thrives collaborating in a team setting as well as working autonomously

Responsibilities

• Build and modify Klara electronic forms for our customers
• Provide support to our customer base in response to Klara product requests and problems reported by our customers
• Coordinate across departments to provide support through all stages of the customer’s journey
• Execute an exceptional customer support experience- including responding quickly to questions (via email and online chat) and following up on reported issues
• Investigate bugs and file tickets with our Engineering team when appropriate
• Collect customer feedback and advocate customer needs cross-functionally
• Identify patterns in support interactions, then take appropriate action to address these patterns
• Help out with various Customer Success projects as needed

Benefits

• Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution
• 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep
• Generous Paid Time Off and Paid Parental Leave programs
• Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs
• Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed
• Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning
• Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles
• Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters
• Meals & Snacks: Enjoy complimentary office lunches & dinners on select days and healthy snacks delivered to your desk
• Insurance Coverage: Comprehensive health, accidental, and life insurance plans, including coverage for family members, all at no cost to employees
• Allowances: Annual wellness allowance to support your well-being and productivity
• Earned, casual, and sick leaves to maintain a healthy work-life balance
• Bereavement leave for difficult times and extended medical leave options
• Paid parental leaves, including maternity, paternity, adoption, surrogacy, and abortion leave
• Celebration leave to make your special day even more memorable, and company-paid holidays to recharge and unwind