RetinaOS Technical Service Support Specialist – US Remote

About This Opportunity

We are representing a confidential healthcare technology organization in their search for a Technical Service Support Specialist to support their advanced inventory management platform. This is a fully remote position based in the United States.

Our client has developed a sophisticated SaaS solution that helps specialty clinics manage inventory and deliver better patient care. As the Technical Service Support Specialist, you'll serve as the primary technical contact for customers, combining problem-solving expertise with exceptional customer service to ensure successful platform adoption and utilization.

Responsibilities

• Serve as the primary point of contact for customer inquiries and technical resolutions related to the inventory management platform
• Respond promptly to incoming support requests, diagnosing and troubleshooting issues related to application functionality, inventory workflows, and system usage
• Manage support cases from intake through resolution with accurate documentation and timely follow-up
• Educate customers on platform features, workflows, and best practices to maximize value and encourage self-service where appropriate
• Collaborate with internal teams and external vendors to resolve complex issues involving purchasing, distribution, integrations, and other dependencies
• Escalate technical issues and feature requests with proper documentation, analysis, and business context
• Maintain strong customer relationships through proactive communication, accountability, and commitment to positive outcomes
• Identify recurring support trends and opportunities for process or product improvements, communicating findings to leadership and cross-functional teams
• Document troubleshooting procedures, known issues, and resolutions to build internal knowledge resources
• Provide analysis of support patterns and application areas generating high support volume

What We're Looking For

Required Qualifications:

• Bachelor's degree or equivalent experience
• 2+ years of technical support experience with customer-facing products
• 2+ years supporting customer-facing software applications
• Excellent verbal and written communication skills for delivering clear instructions, explanations, and workflow guidance
• Solid understanding of software applications with comfort troubleshooting technical platform issues
• Strong problem-solving and analytical skills to quickly identify, diagnose, and resolve customer issues
• Customer-centric mindset with empathy, patience, and professionalism when handling difficult situations
• Strong organizational skills to manage multiple customer inquiries simultaneously and prioritize effectively
• Collaborative team player able to coordinate across departments for seamless customer support
• Demonstrated accountability, ownership, and attention to detail in managing customer issues and follow-ups

Preferred Qualifications:

• Experience supporting SaaS or healthcare technology solutions
• Familiarity with inventory management, specialty pharmaceutical operations, or clinical workflow systems
• Knowledge of EMR/EHR or practice management systems
• Experience with ticketing or case management systems
• Experience interpreting application data and troubleshooting workflow-related issues

How We Work With You

When you apply through Get A Job.ai, our talent team will review your background and conduct an initial screening. If there's a strong match, we'll submit your profile to our client for consideration. Please do not attempt to contact the client directly, as all applications must come through our recruitment process to be considered.

Equal Opportunity

Get A Job.ai is committed to inclusive hiring practices and equal employment opportunity. We welcome applications from all qualified candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, age, or any other legally protected characteristic.