Clinician Support Specialist – Entry Level

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Stellenbeschreibung:

Responsibilities

Serve as the primary point of contact for clinicians experiencing issues with Ambience’s AI documentation tools, delivering fast and empathetic support via Intercom, email, and other designated channels.
Diagnose and resolve complex technical issues related to Ambience’s platform, EHR integrations, and user configurations – and escalate with clear documentation when needed.
Identify and surface recurring issue patterns to Engineering, CSM/CES, and Product teams for continuous improvement.
Build and maintain internal and external support resources including troubleshooting guides, FAQs, and SOPs in Notion and Intercom.
Respond to PagerDuty alerts and on‑call escalations per team protocols.
Contribute to weekly and monthly reporting workflows across CSAT, FCR, and handling time metrics.
Participate in team meetings, 1:1s, and cross‑functional syncs.

Requirements

1+ years of experience in customer support, technical support, or a comparable role – ideally within healthcare or SaaS.
Demonstrated ability to troubleshoot complex, multi‑factor technical issues and communicate resolutions clearly.
Strong written and verbal communication skills with a clinician‑first, empathetic approach.
Experience building knowledge resources, streamlining workflows, and driving continuous improvement.
Comfort working across cross‑functional teams and escalating trends effectively.

Core Competencies

Demonstrates expertise in troubleshooting complex technical issues within healthcare or SaaS environments, while effectively communicating solutions and building knowledge resources. Proficient in utilizing tools like Intercom and Notion to enhance support workflows and drive continuous improvement.