What are the responsibilities and job description for the Client Support Technical Specialist position at Patagonia Health?
Job Title: Customer Support Technical Specialist
About Patagonia Health
Patagonia Health Inc. is a healthcare software supplier that has built a cloud and apps-based software solution. The solution includes an integrated, federally-certified, Electronic Health Record (EHR), Practice Management (PM) and Billing software. The company’s mission is to solve two major barriers to EHR adoption, usability and cost, and address customers’ number one problem: billing. Patagonia Health’s one-of-a-kind apps-based system represents a paradigm shift in the EHR software industry, and its highly-intelligent solution uses sophisticated technology that is extremely easy-to-use. Innovative and unique apps provide timely data for organizations to improve workflow, streamline their operations and take their organizations to the next level.
Position Overview
As a Customer Support Technical Specialist, you will provide virtual technical support for our EHR platform and related hardware. You’ll be the first line of support for clinicians and administrative staff—troubleshooting issues live, thinking on your feet, and helping users get back to work quickly and confidently.
This role is ideal for someone who is self-directed, passionate about technology, and has a strong understanding of Windows operating systems, basic networking, and general troubleshooting practices. The ability to communicate clearly and accurately about technical issues is essential.
Key Responsibilities
About Patagonia Health
Patagonia Health Inc. is a healthcare software supplier that has built a cloud and apps-based software solution. The solution includes an integrated, federally-certified, Electronic Health Record (EHR), Practice Management (PM) and Billing software. The company’s mission is to solve two major barriers to EHR adoption, usability and cost, and address customers’ number one problem: billing. Patagonia Health’s one-of-a-kind apps-based system represents a paradigm shift in the EHR software industry, and its highly-intelligent solution uses sophisticated technology that is extremely easy-to-use. Innovative and unique apps provide timely data for organizations to improve workflow, streamline their operations and take their organizations to the next level.
Position Overview
As a Customer Support Technical Specialist, you will provide virtual technical support for our EHR platform and related hardware. You’ll be the first line of support for clinicians and administrative staff—troubleshooting issues live, thinking on your feet, and helping users get back to work quickly and confidently.
This role is ideal for someone who is self-directed, passionate about technology, and has a strong understanding of Windows operating systems, basic networking, and general troubleshooting practices. The ability to communicate clearly and accurately about technical issues is essential.
Key Responsibilities
- Coordinate and communicate effectively with a broad range of customers, including teams focused on helpdesk activities, networking, end-user hardware, and security/firewall management. Must be able to speak confidently, accurately, and credibly about technical topics with a variety of stakeholders.
- Deliver real-time virtual support to healthcare customers
- Diagnose EHR web application issues using browser developer tools such as the console and network inspector
- Troubleshoot hardware such as barcode scanners, ID scanners, document scanners, label printers, standard printers, and webcams. Support general Windows-related issues such as printer configuration, USB recognition, driver issues, and device connectivity
- Assist with setup of email identities in AWS, including DNS configuration for services such as DMARC, SPF, and DKIM
- Assist with configuring Single Sign-On (SSO) integrations between customer identity providers and the EHR platform using SAML-based authentication
- Assist customers with EHR navigation, workflows, and usability issues
- Perform root-cause analysis and escalate complex issues as needed
- Coordinate support activities with internal hardware vendors
- Maintain accurate and detailed case notes and follow-ups
- Investigate system-level issues using tools like Windows Event Viewer, Device Manager, and Task Manager
- Troubleshoot network-related problems (e.g., connectivity, DNS, VPN/firewall issues)
- Help identify performance issues in customer environments
- Contribute to internal documentation and knowledge base articles
- Assist with customer training and educational webinars as needed
- Collaborate with cross-functional teams (Product, Dev, QA) to improve overall customer experience
- 1 year of experience supporting or using EHR systems (clinic, public health, behavioral health, etc.)
- 3–4 years of experience in a technical support or IT helpdesk role, preferably supporting end-user hardware and Windows environments. CompTIA A certification or equivalent is preferred and may substitute for some experience.
- Ability to communicate technical concepts clearly, accurately, and confidently with both technical and non-technical audiences, and speak technically with credibility and ease
- Strong understanding of Windows OS administration (file systems, permissions, Event Viewer, services)
- Basic networking knowledge (IP/DNS, connectivity, firewalls, VPNs)
- Excellent virtual communication skills and ability to troubleshoot in real time
- Familiarity with virus protection platforms and basic security practices
- Basic understanding of HTML, JSON, and XML, including interpreting and editing HTML content
- Self-starter with a passion for technology and problem solving
- Strong documentation and ticket management skills
- Ability to multitask and stay calm under pressure
