Product Support Specialist 1

**Join the Team Modernizing Medicine** At **ModMed**, we’re not just building software—we’re reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach: **we hired doctors and taught them how to code.** This "for doctors, by doctors" philosophy has allowed us to create an AI\-enabled, specialty\-specific cloud platform that places patients at the center of care. **A Culture of Excellence** When you join ModMed, you’re joining an award\-winning team recognized for innovation and employee satisfaction. From our global headquarters in Boca Raton Florida, and extensive employee base in Hyderabad India, we are a team of 4,500\+ passionate problem\-solvers on a mission to increase medical practice success and improve patient outcomes: * **Consistently ranked as a Top Place to Work** * **2025 Globee Business Awards:** Gold Globee for “Technology Team of the Year” * **2025 Black Book Awards:** Ranked \#1 EHR in 11 Specialties * **Florida Venture Forum:** Venture\-Backed Company of the Year We are growing fast, thinking big, and we are just getting started. **Ready to modernize medicine with us?** **Job Description Summary:** ModMed is hiring a driven **Product Support Specialist I** to join our positive, passionate, and high\-performing Client Services team focused on providing best\-in\-class software support service to our expanding client base of Klara users. As a Product Support Specialist I, you will play a critical role in delivering exceptional client service and ensuring smooth, e**fficient resolution of client issues in a B2B SaaS environment. Acting as a trusted advisor and first point of contact**, you'll bring clarity to client queries across phone, email, and chat, perform technical troubleshooting (including browser diagnostics and APIs), collaborate across teams, **author knowledge base content,** and advocate for continuous improvement in our client experience. This is an exciting opportunity for someone who thrives in a fast\-paced, client\-focused environment and is passionate about solving problems, **leveraging modern AI tools,** improving workflows, and delivering excellence. ***Your Role:*** * Serve as the frontline of support, responding to client inquiries via phone, email, and chat with a client\-first mindset **and multi\-tasking skills across concurrent chats**. * Troubleshoot and resolve software\-related issues by leveraging product knowledge, * Accurately identify, document, and escalate complex issues while maintaining ownership through resolution. * **Author, edit, and publish Knowledge Base articles** * Collaborate cross\-functionally with internal teams to drive timely and effective solutions. * Maintain high standards of communication and professionalism in every interaction. * Proactively suggest process improvements and **adopt AI\-driven productivity tools** to enhance client satisfaction and operational ef