[Hiring] Technical Account Specialist @Interra Health

Role Description

The Technical Account Specialist will provide front-line support to our customers, physicians, nurses, and their end users. The focus of this role is to remove friction in the prescribing process so clinicians can devote more time to patient care. This position requires strong problem-solving skills, clear communication, and a customer-first mindset to deliver timely, effective resolutions.

Success in the role depends on:

• Balancing efficiency with empathy
• Working closely with colleagues in a collaborative environment
• Consistently upholding the standard of meeting or exceeding client expectations

Key Responsibilities

• Accept incoming phone support calls, support emails, and inbound support cases via our customer community portal.
• Work with customers to gather information, request pertinent details, and assess issues.
• Leverage various tools, documentation, and knowledge bases to assist customers with finding a resolution or escalating the case to a secondary level of support.
• Utilize available documentation to understand the DoseSpot software applications.
• Own specific client accounts to coordinate issue management and escalation engagement.

Qualifications

• Associate’s Degree in Software or a Technical related field; or equivalent experience with a minimum of two (2) years of Software/IT Support experience in a customer-facing role.
• Proficient in the use of Microsoft Office Suite.
• Desire to assist with and improve troubleshooting documentation.
• Ability to utilize a case management tool to record detailed notes and manage customer communication (e.g., Salesforce, ServiceNow, ZenDesk).
• Strong problem-solving skills.
• Excellent verbal and written communication and presentation skills.
• Ability to provide quick and accurate updates and solutions to customers.
• Detail-oriented with the ability to multitask and manage time in a fast-paced, ambiguous environment.
• Must be able to work independently while being a proactive team member.

Core Competencies

• Knowledge & Application: Has substantial understanding of the job either from experience or a training/certification program and applies knowledge and skills to complete a wide range of tasks.
• Complexity & Problem Solving: Works on assignments that are moderately difficult, guided by defined and documented processes. May be expected to adapt solutions to other problems for related situations.
• Collaboration & Interaction: Normally receives little instruction on daily work, general instructions on newly introduced assignments. Accountable for quality and timeliness of own deliverables.

Working Conditions & Environment

• Fully remote role within the United States
• Periodic travel (once or twice per year for company events)
• Operates in a fast-paced, growth-oriented, PE-backed SaaS environment
• Requires cross-functional collaboration across Product, Sales and Customer Success

Benefits

• Competitive compensation
• Remote-first: Work from anywhere in the US with a one-time home office stipend and monthly Wi-Fi reimbursement.
• Flexible work: Flexible scheduling and core collaboration hours (10:00 AM – 3:00 PM ET).
• Company-wide offsite: Annual offsite to collaborate, build relationships, and have fun together.
• Time off that you’re expected to use: Flexible PTO, 17 company holidays, paid sick leave, and paid parental leave.
• Comprehensive health coverage: Multiple medical plan options, dental, and vision coverage for you and your family.
• Financial wellness: 401(k) with company match.