Serve as the first point of contact for customer questions and issues across the Impruvon platform and hardware products. Common support topics include:
Medication administration and eMAR: Questions and issues related to medication records, order display, scheduling, and administration workflows.
Pharmacy order assessment: Helping to resolve potential issues with incoming pharmacy order data.
Hardware devices: Ensuring connectivity, access, and operational issues with platform-connected hardware.
User access and account management: Login troubleshooting, working with external organizations to troubleshoot SSO-related issues.
Platform navigation and feature guidance: Developing a deep understanding of the platform to discover actual software bugs vs. user training gaps.
Respond to tickets, emails, and calls with empathy, professionalism, and a customer-first approach. Recognize when an issue reflects a deeper training need rather than a technical glitch and communicate that clearly and supportively to both the customer and the Customer Success Manager. Troubleshoot and resolve issues by following established processes, escalating complex or unresolved cases as needed. Take full ownership of customer cases until resolved or properly handed off. Ensure timely follow-ups and closure of support tickets within defined SLAs.

Exceptional communication and adaptive language skills: Absolute ability to translate complex software behavior into plain, calm, and jargon-free support for busy, non-technical healthcare professionals.
High emotional intelligence and troubleshooting patience: The ability to stay calm and deeply respectful when an end-user is stressed or confused by a system layout.
Strong workflow logic: The ability to look at a software state and deduce whether an issue is a code bug, a data sync error, or simply a user training misunderstanding.
Must be located in and authorized to work in the United States.
1 to 3 years of experience in a customer support, application help desk, or client-facing service role (SaaS, customer success, or health tech experience highly preferred).
Familiarity with ticketing systems, knowledge base platforms, or similar client-facing tracking tools.
Basic technical aptitude and genuine willingness to learn both custom software workflows and hardware/device troubleshooting.
Bonus: Experience working in healthcare, long-term care, IDD, behavioral health, or residential care environments.

Technical Support Specialist – Healthcare Platform, Hardware

Key skills