Technical Support Specialist (United States)

Company Description

At TheraDriver, we are on a mission to revolutionize Autism Care. We empower both autism care clinics and parents of autistic children by providing exceptional technology and services including; AI-Enabled Scheduling, Family Care Groups, Behavior Technician (RBT) Training, Parent Care & Coaches, Care Operations Analytics and AI-Powered Treatment Plans. Based in San Francisco, CA, our goal is to optimize clinical operations and improve client outcomes.

Role Description

As a Technical Support Specialist, you will be responsible for assisting customers on technical issues, identifying training gaps, investigating open issues and coordinating with the Product & Engineering Team. You will manage all inbound Customer messaging, assigning tickets and supporting Customer Success Leads in customer satisfaction and retention.

The ideal candidate will have a combination of technical and customer service skills with previous experience in resolving issues. You will take ownership and ensure all open issues are resolved promptly for your Clients, either directly by you or by another TheraDriver Team member. When there are software or business issues, you will conduct a root cause analysis to understand the source of the problem and recommend solutions to resolve it. If you find you are great at translating between technical teams and business or clinical teams, this role is for you!

Key Roles and Responsibilities:

• Technical Support - Provide Tier 1 & 2 support for the TheraDriver SaaS platform.
• Technical Troubleshooting - Investigate, diagnose, and resolve user-reported technical issues via chat, email, and video. Coordinate escalations to Product or Engineering as needed.
• Issues Tracking - Track and update issues in our ticketing system with precision and speed.
• Issues Assignment - Ensure 100% of incoming tickets are resolved or routed to the correct team member.
• Issues Management Platform - Maintain the Issues Management System by creating new customers accounts, monitoring SLA metrics, and supporting the Engineering ticket creation and resolution.
• Manage Client Onboarding and Offboarding - Creating new accounts, deactivating accounts, and managing admin and clinic lists.
• Access Management - Maintain user permissions, licenses, and configurations across platforms.
• IT Documentation - Recommend improvements in IT processes and help document internal IT protocols.
• Customer Training - Support the Director of Onboarding and Training to create new client training videos and documentation.
• Assist Technical Program Managers as needed with new Client implementations and launches!

Your First 30 Days

• Meet the Team and learn about the Company Mission.
• Acquire an exceptional knowledge of the TheraDriver software end-to-end, understanding all its key features, as well as nuanced edge cases. You will know the software better than any Customer Power Users.
• Shadow existing Technical Program Managers, understanding what drives success with our Clients.
• Jump into the Client Issues queue, answering and resolving a wide range of open issues. Begin taking tickets and resolving technical issues independently.
• Dive deeper into the Autism Care Industry.

Your First 90 Days

• Achieve a 5 Star Customer NPS Score.
• Independently manage day-to-day support operations and meet SLAs for internal and external issues.
• Support the team in building a resource library of documentation and quick-reference guides.
• Proactively identify recurring issues and recommend long-term fixes.
• Support at least one company-wide tool rollout or upgrade!

By the End of Year 1

• Be known across the company as a trusted, responsive, and solution-oriented team member.
• Lead support for IT operations in at least one major initiative
• Alongside the Product and Engineering Team, log and prioritize open issues and feature requests, spotting trends and crafting product recommendations that will make a difference in the lives of our users.
• Help shape scalable IT infrastructure as TheraDriver grows.
• Reflect on all the milestones of being part of one of the fastest growing companies in the industry!

Qualifications

• East coast-based (EST Time Zone), Fully-Remote Position (Clinic hours can start at 7am EST)
• 3+ years of experience in IT support, help desk, or systems administration
• Exceptional attention to detail
• Excellent technical ability -- can understand software and explain it to customers
• Strong troubleshooting skills with familiarity across Google Workspace, Microsoft, and SaaS tools
• Strong coach-mindset, can teach customers with incredible patience and empathy
• Clear communicator (written and verbal), especially when explaining technical issues to non-technical users
• Comfortable supporting remote teams and managing support tickets efficiently
• Experience with ticketing / issues management tools
• Excitement and urgency to build something amazing with our team
• Eagerness to learn and grow in a fast-paced, mission-driven environment

This is a fully remote position. We cannot sponsor international candidates at this time. For more information, contact us at View email address on apply.placed-app.com.