Product Support Specialist

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $55k - $85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Breakthrough

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

💼 Consulting

⚕️ Healthcare Insurance

Healthcare • Consulting • Healthcare Insurance

Breakthrough is a company that specializes in helping private practice physical therapists and chiropractors improve their marketing strategies and attract more patients. They provide a comprehensive patient demand platform that includes marketing automation, email campaigns, online advertising, and lead management tools. Breakthrough focuses on enabling healthcare practices to increase their profits, grow their patient base, and improve patient communication. They advocate for conservative treatment methods in healthcare and have partnered with numerous practices to promote these methods as an alternative to more invasive treatments.

📋 Description

• Own the support ticket queue and resolve client issues involving software, logins, billing, and message delivery • Investigate root causes using back-end logs and SQL queries • Reproduce problems to distinguish defects from user error • Conduct client calls to troubleshoot issues when needed • Escalate confirmed defects, product decisions, or access-restricted issues to Product or engineering • Write actionable bug reports with reproduction steps, expected versus actual behavior, and supporting evidence • Own and maintain the Help Center with guides and short videos • Identify ticket resolutions that should become self-service content • Help implement and improve AI support tools using knowledge-base content • Test AI responses and improve the underlying content • Identify repeat questions and automate or streamline related work • Protect healthcare client data and understand AI access limitations • Build new client accounts, locations, and marketing funnels • Handle contact list uploads, data entry, and self-serve setup support • Provide Customer Success with technical answers, explanations, next steps, and client-call support • Track open client-impacting bugs, Product priorities, expected fixes, and urgent issues • Send weekly updates and keep Customer Success informed about Product priorities • Flag client frustration, recurring issues, or cancellation risk to the CSM same day • Coordinate client website builds by gathering access and domain details • Present website drafts, consolidate feedback, and route revisions to the build team • Track active website builds to prevent stalls • Test new releases before clients see them and attempt to uncover defects

🎯 Requirements

• Working SQL skills, including SELECT queries with filters and joins • Troubleshooting instinct and ability to diagnose root causes • Clear, warm communication with clients and ability to conduct live troubleshooting calls • Hands-on experience using AI tools to automate or speed up real work, with a specific example • Ability to manage support tickets and active website builds simultaneously • Precision with setup and data entry • Experience supporting software for healthcare practices (EMR, scheduling, billing, or similar) (nice-to-have) • Experience writing help documentation or building a knowledge base (nice-to-have) • Familiarity with Jira, HubSpot, Asana, Fathom, or Claude (nice-to-have) • QA or software testing experience (nice-to-have) • Ability to diagnose and fix a technical problem independently