Technical Support Specialist
 Bamboo Health Inc. | |
 United States | |
 Jul 11, 2025 | |
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Bamboo Health is the leader in Real-Time Care Intelligence solutions aimed at improving lives for everyone experiencing physical and behavioral health challenges. We are driven by our mission to empower clients to deliver seamless, high-quality and cost-effective care during pivotal moments to improve health outcomes. From coast to coast, Bamboo Health partners with all major retail pharmacy chains, 52 states and territories, 100% of the top 10 best hospitals and more than half of the country's largest health plans to improve more than 1 billion patient encounters annually. Join us in improving lives during pivotal care moments! Summary: As a Technical Support Specialist, you will apply your interpersonal skills and technical product knowledge to address and resolve customer needs. You will be a key player in ensuring customer satisfaction through timely, informed, and empathetic support. What You'll Do: * Respond to customer inquiries via phone, email, or chat * Resolve issues related to product operation, maintenance, application, or compatibility * Troubleshoot and diagnose problems with software functionality, recommending solutions * Accurately document customer interactions and recurring technical issues to inform product quality and development What Success Looks Like... In 3 months... * Gain deep knowledge of Bamboo Health's products, users, and key customers * Independently resolve SLA-3 and SLA-4 (low-complexity) support tickets In 6 months... * Take ownership of SLA-2 ticket resolution using in-depth product knowledge and best practices * Contribute to SLA-1 (most complex) ticket resolution through shadowing and exposure * Handle inbound support calls with confidence In 12 months... * Contribute to ticket resolution across all SLA levels; independently manage escalations and reporting * Deliver consistent reporting and analytics on support trends to inform cross-functional teams * Serve as an internal expert on user experience and product usage to guide product improvements and increase satisfaction What You Need: * High school diploma required; Associate or Bachelor's in Computer Science or related field preferred * Strong verbal and written communication skills for both technical and non-technical audiences * Proficiency in PC configuration, installation, and quality assurance processes * A+ certification and network experience a plus * Demonstrated customer-first mindset and analytical problem-solving abilities * Ability to "think on your feet" in dynamic environments * Willingness to learn Bamboo Health's platforms (e.g., Gateway, AWARxE, OpenBeds, TN PDMP, PMPI) * Comfort using or learning AI-supported tools (e.g., ChatGPT, CoPilot, or role-specific tools) to improve daily workflows.
What You Get: * Join one of the most innovative healthcare technology companies in the country. * Have the autonomy to build something with an enthusiastically supportive team. * Learn from working at the highest levels and on the most strategic priorities of the company, including from world class investors and advisors. * Receive competitive compensation including health, dental, vision and other benefits. Belonging at Bamboo
We Care. #BambooHealthValuesCare Every human being has the right to the best possible healthcare. Our Real-Time Care Intelligence solutions enable healthcare professionals to see and treat every individual as a whole person by providing the right information, at the right time - regardless of physical, behavioral or social barriers. We're a great place to work because we care. We continually seek to learn about our differences and ensure the unique perspectives and contributions of all employees are welcome, valued and celebrated. Our commitment to making a positive impact starts by recognizing and leveraging our differences, building inclusive teams and cultivating a sense of belonging.
Bamboo Health is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Bamboo Health GDPR/RODO
To protect our applicants from fraudulent recruitment activity, we recommend that all applicants verify the validity of an interview and hiring process by visiting our website www.bamboohealth.com. All valid job postings will be listed on our careers page. Bamboo Health does not conduct interviews via text and will not request sensitive information such as banking details during the application process. #LI-Remote | |