Product Support Specialist 1

ModMed

1d • Hybrid

About The Position

ModMed 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, efficient 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.

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 well as during weekends as and when required
• 1-2 years of experience in handling customer support in an Omni Channel Environment.
• Familiarity with Apple platforms (Mac, iPhone, iPad) and iOS.
• Working knowledge of support tools such as Zendesk, Jira, Salesforce, or equivalent ticketing and bug-tracking systems.
• Proficiency in Google Workspace (Docs, Sheets, Gmail, etc.).
• Outstanding interpersonal, written, and verbal communication skills.

Nice To Haves

• Prior experience in a medical practice or working with EMR systems is highly desirable.

Responsibilities

• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level