Support Specialist

Customer Support Specialist

The 90’s called and want their discs back.Clearpath eliminates CDs by enabling healthcare facilities to securely share medical images and documents with patients, providers, and third parties. We partner with 2,800+ facilities, all major PACS/RIS/EMR platforms, and leading healthcare technology companies through both direct and white-label solutions. We’re growing fast and looking for a highly accountable and resourceful Customer Support Specialist to support and optimize the day-to-day experience of users across the Clearpath platform, including medical facilities, legal requestors, providers, and patients.

This role is critical to ensuring fast, accurate, and reliable execution of support workflows while identifying opportunities to improve processes, reduce friction, and elevate the overall customer experience.

This is not a passive support role. This individual will be expected to take ownership of issues end-to-end, operate independently, and contribute to continuous operational improvement.

Key Responsibilities

• A ticket warrior: able to prioritize, triage and work efficiently on inbound support tickets

• Ability to learn and retain detailed knowledge of a technical platform, then apply it to troubleshoot issues and users effectively

• Serve as a primary point of contact for inbound support across phone, email, and chat

• Own customer issues from intake through resolution, ensuring nothing is dropped or delayed

• Triage and resolve platform, access, and workflow-related issues across all user types

• Use Zoho to manage, prioritize, and document support tickets with high accuracy and detail

• Meet and exceed defined SLAs for response and resolution times

• Escalate technical issues effectively while maintaining ownership and communication with stakeholders

• Identify recurring issues and proactively recommend process or product improvements

• Support onboarding and training of users, including patients, legal requestors, and provider offices

• Partner cross-functionally with Implementation, Account Management, Product, and Engineering teams

• Provide clear, actionable feedback to internal teams to improve platform performance and user experience

What Success Looks Like

• Issues are resolved quickly, accurately, and without repeat follow-ups

• Minimal reliance on teammates for basic workflows or issue resolution

• Strong ticket hygiene and documentation in Zoho

• Clear communication with both internal teams and external users

• Proactive identification of inefficiencies and solutions 

Requirements

Experience

• 4–6+ years in customer support, customer operations, or a similar role

• Experience in healthcare, SaaS, or workflow-driven environments strongly preferred

• Experience with ticketing systems (Zoho preferred; Zendesk, HubSpot, or similar acceptable)

Skills

• Strong pattern recognition

• Strong problem-solving skills and ability to troubleshoot independently

• High attention to detail and strong organizational skills

• Clear, confident communication across technical and non-technical audiences

• Ability to manage multiple priorities in a fast-paced environment

• Comfortable learning and navigating new technology platforms

Preferred Qualifications

• Highly self-sufficient and proactive

• Takes ownership and follows through without prompting

• Comfortable operating in a fast-moving, evolving environment

• Process-oriented mindset with a focus on continuous improvement