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 sta