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Platform Support Specialist

Health Hue Hub is the platform med spas and aesthetic clinics use to run their day: booking, patient records, payments, messaging and marketing. When something does not work the way a clinic expects, you are the person who answers.

Clinic staff are busy and usually mid-shift when they write in. The job is to understand the problem quickly, fix what you can on the first reply, and hand the rest to the right team with everything they need to solve it.

Responsibilities

• Answer support tickets, chats and calls from clinic owners and front-desk staff
• Troubleshoot booking, calendar, payment, messaging and account settings issues
• Reproduce bugs and write clear reports for the product and engineering teams
• Walk clinic staff through features over screen share
• Write and update help articles for the questions that come up most
• Track response and resolution times, and flag patterns before they become outages

Requirements

• 2+ years in customer or technical support, ideally for a SaaS product
• Clear, friendly written English, including when the customer is frustrated
• Comfortable learning a large platform and explaining it to non-technical people
• Organized across many open tickets at once
• Available for a shift that covers North American business hours

Bonus

• Experience supporting clinics, salons, spas or other appointment-based businesses
• Familiarity with CRM, scheduling or EMR software
• Experience with patient privacy rules (HIPAA or PHIPA)

Compensation

Discussed on the first call and benchmarked to your experience. We would rather agree a number that reflects what you actually bring than post a band and negotiate down from it.