Technical Support Specialist

**Company Overview:**

Designed for beauty, built for growth, PatientNow brings clinical-grade EMR with intuitive charting, smart AI automation, advanced photography, marketing, patient engagement, and seamless practice management into one elegant system. Everything works together naturally, helping clients create a smooth, intentional patient experience from consultation to checkout. Supported by a U.S.-based team that understands the pace and artistry of aesthetics, PatientNow provides the technology and partnership to scale with confidence.

**Vision** : Empowering practices and businesses to improve health and wellness worldwide by helping their clients look and feel their best.

**Mission** : PatientNow is elevating businesses focused on beauty, wellness and medical aesthetics with innovative, all-in-one software and consulting service solutions. People who partner with us stand out in the industry with strong market differentiation, while streamlining operations for long term success and sustainable growth.

**Values** :

**We Deliver Simplicity**

We turn complexity into clarity. We focus on what matters most, remove friction, and create solutions that are easy for customers and teammates to understand and use.

**We Set the Pace**

We take ownership of outcomes, act with urgency, and follow through on our commitments. We are proactive problem-solvers who drive progress and help our customers move faster.

**We Act with Intention**

We work thoughtfully and purposefully. We prioritize effectively, communicate clearly, and make decisions that consider the impact on our customers, colleagues, and business.

**We Practice Precision**

We hold ourselves to a high standard of quality and accountability. We pay attention to detail, continuously improve, and earn trust through excellence in everything we do.

**Position Summary:**

The Support Specialist provides software application and technical support to PatientNow customers, serving as a trusted resource for troubleshooting, education, and issue resolution. This role is responsible for diagnosing customer questions, guiding users through solutions, and ensuring a positive support experience across PatientNow's EMR, Practice Management, and CRM platforms.

Success in this role requires strong technical aptitude, customer empathy, effective communication skills, and a commitment to helping clients maximize the value of their PatientNow investment. Support Specialists are expected to deliver outstanding service, resolve issues efficiently, and contribute to customer satisfaction and retention.

**Essential Duties and Responsibilities:**

● Provide software application support for PatientNow customers via phone, email, and ticketing systems.

● Assist clients with all aspects of the PatientNow platform, helping them maximize operational efficiency, revenue growth, and patient satisfaction.

● Diagnose and resolve software-related issues as well as hardware integrations involving scanners, barcode readers, cameras, and payment processing devices.

● Guide customers through troubleshooting steps and clearly communicate solutions in a professional, user-friendly manner.

● Accurately document customer interactions, issue details, and resolutions within the CRM and ticketing system.

● Identify, prioritize, and escalate complex or high-impact issues according to established support procedures.

● Conduct customer follow-up and scheduled callbacks to ensure issues are resolved and customer expectations are met.

● Recommend alternative solutions and best practices that improve customer outcomes and platform adoption.

● Stay current on PatientNow products, new feature releases, industry trends, and support processes.

● Contribute to a customer-first culture focused on responsiveness, accountability, and continuous improvement.

• __Shift__ _**:_10:00 AM – 6:30 PM ET** , lunch 1:00–1:30 PM.
• __Shift__ : **8:30 AM – 5:00 PM ET** , lunch 12:30–1:00 PM.

**Competencies:** To perform the job successfully, an individual should demonstrate the following.

• **Adaptability** \- Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.
• **Business Ethics** – Inspires the trust of others. Keeps commitments. Treats people with respect. Upholds organizational values. Works with integrity and ethically.
• **Communications** \- Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
• **Continuous Learning** \- Assesses own strengths and weaknesses. Pursues training and development opportunities. Seeks feedback to improve performance. Shares expertise with others. Strives to continuously build knowledge and skills.
• **Problem Solving** \- Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.
• **Teamwork** \- Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests.

**Education/Experience:**

● 1+ years of software support, technical support, customer service, or help desk experience.

● Experience troubleshooting software applications and resolving customer issues in a timely manner.

● Strong technical aptitude with the ability to learn and support multiple software products.

● Experience supporting EMR, Practice Management, CRM, or healthcare technology platforms preferred.

● Experience using CRM and ticketing systems to manage customer cases and documentation.

● Familiarity with remote support tools such as LogMeIn, TeamViewer, or similar technologies.

● Excellent written and verbal communication skills.

● Strong customer service orientation with a commitment to delivering exceptional experiences.

● Ability to multitask, prioritize workload, and manage competing demands in a fast-paced environment.

● Effective problem-solving and analytical skills.

**Why You’ll Thrive Here:**

In this role, you’ll get to:

• Work at the intersection of innovation and impact, helping real-world practices grow and thrive in a rapidly expanding market;
• Collaborate with a talented, curious team that values experimentation, learning, and customer empathy;
• Be empowered to lead with autonomy while supported by strong leadership and product discipline; and
• Help modernize aesthetics software in an industry that’s ripe for transformation through innovative, AI-native technology.

__The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.__

**Note: PatientNow jobs are listed on our careers page [ _patientnow.com/careers_](http://patientnow.com/careers) and select job boards. We will never ask for payment or sensitive info. Official emails come from @patientnow.com, @recura.ai or [ _mail@ats.rippling.com**_](mailto:mail@ats.rippling.com)