Customer Support Specialist

Job Description

Job Description

Customer Support Specialist
MVS Cloud Inc. — Dearborn, MI
Reports to: Head of Customer Success
Who we are
MVS Cloud built MVS Health, an AI-native EMR/EHR and practice operations platform for outpatient care. We replace the 5–12 disconnected tools most clinics juggle today with one cloud platform covering charting, e-prescribing, billing, claims, scheduling, patient communications, and multi-site management. Our customers are urgent care, primary care, and multi-location provider groups — and we're growing fast.
Who we're hiring
We're hiring a Customer Support Specialist to be the frontline voice of MVS Health for the clinicians, front-desk staff, billers, and practice administrators who use our platform every day. You'll troubleshoot real issues in real workflows — a stuck claim, a scheduling conflict, an e-prescribing hiccup, a chart that won't finalize — and turn each ticket into a faster resolution, a better help doc, or a product improvement.
This is a role for someone who's patient under pressure, curious about how healthcare actually works, and energized by helping busy clinics keep running.
What you'll do
Own frontline support across email, chat, phone, and screen-share for MVS Health customers
Triage, reproduce, and resolve issues spanning charting, e-prescribing, scheduling, billing, claims, and patient communications
Partner with billing, implementation, and engineering to escalate and drive bugs, data issues, and payer-side problems to closure
Guide customers through configuration questions — templates, user roles, fee schedules, appointment types, integrations
Write and maintain help center articles, macros, and internal runbooks so common issues get answered faster next time
Spot patterns across tickets and feed them back to product as prioritized feature requests and workflow gaps
Support go-live weeks alongside implementation — extra coverage, live-issue triage, and staff coaching
Maintain a HIPAA-compliant posture in every interaction.
What you'll bring
Required
2+ years in customer support, customer success, or a clinic operations role.
Comfort troubleshooting SaaS products — you can read a browser console screenshot, retrace steps, and isolate a bug from a user-error
Strong written and verbal communication; you can calm a frustrated office manager and write a crisp bug report in the same hour
Preferred
Prior support or ops experience at an EHR, RCM, or healthtech SaaS company
Experience with urgent care, primary care, or multi-location provider groups
Basic SQL or comfort with BI dashboards to investigate data questions
Nice to have
Working knowledge of HIPAA and PHI handling
Prior experience with AI-assisted support tooling
What we offer
Competitive salary
Bonus structure
Medical, dental, and vision coverage
401(k)
Flexible PTO