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Client Technical Operations Specialist

b.well Connected Health
Remote, USA
Full-time
Entry
Remote
USD 78000-92000 yearly
Discovered 1 months ago

Full Job Posting

  • Own and monitor the Service Desk queue across all client projects. Assess incoming tickets for severity, priority, and category; respond within contractual SLA windows; and resolve Tier 1 issues and end user support requests independently, including:
  • FHIR access provisioning requests, configuration questions, and data/compliance inquiries that don't require engineering escalation
  • Third-party integration partner support hand-offs
  • Data Connection Requests and endpoint data connection validation
  • End User Support resolution, on an as-needed basis
  • New support tooling configuration, including Slack integrations when needed
  • Proactive follow-up with internal stakeholders to ensure timely client responses, plus ownership of client support reporting for company-wide visibility
  • Track every open ticket against contractual SLA commitments. When escalation is needed, hand off to the right SME with full context — reproduced steps, environment details, error logs, and client impact. You own response time even when the resolution belongs to someone else; you're the insurance that SLAs are met. You'll also:
  • Draft and send proactive client-facing communications via CRM, including maintenance notices, incident alerts, and downtime notifications
  • Manage 90/60/45-day outreach and planning for clients undergoing annual plan year or benefits configuration changes
  • Keep CRM contact lists and segments accurate for client communications
  • Coordinate with Client Success on recipient lists, timing, and messaging for all outbound communications
  • Reproduce and characterize reported bugs — server errors, API failures, SDK initialization problems, OAuth/SSO breakdowns, and health system connectivity issues. Capture structured bug reports that let engineering investigate without follow-up, and escalate P1/P0 issues to the Developer Services Manager immediately. You'll also:
  • Monitor client file alerting for delivery issues, triage in coordination with Data Engineering, and initiate client outreach via CRM when needed
  • Receive and relay client environment downtime notices to the right internal Slack channels with correct stakeholder tags
  • Process same-day Jira tickets for client manual file processing requests, per established playbooks
  • Review reporting dashboards for lower-contract-value clients to spot activation gaps and early churn signals
  • Flag at-risk accounts or trends to Client Success or Product leadership with supporting data, and reach out to clients to investigate unusual metrics
  • Surface patterns across tickets that point to a systemic issue or a client in trouble
  • Document resolutions for recurring ticket types and build internal runbooks for common issues
  • Contribute to training materials for new support processes and tooling (e.g., Service Desk, Pylon)
  • Maintain playbooks for proactive communications and file processing, and prepare client-facing support documentation
  • 2+ years in a B2B SaaS technical support, client support, or operations role
  • Experience in healthcare IT, digital health, or health data platforms
  • Proven ability to triage technical issues independently — reproduce bugs, read error logs, and write precise issue descriptions without needing an SME on every ticket
  • Proficiency in a ticketing or service desk system (Jira Service Desk, Zendesk, Pylon, Freshdesk, or similar), including queue management, ticket creation, and reporting
  • Experience supporting client-facing workflows with defined SLA commitments
  • Working knowledge of REST APIs, OAuth flows, and basic web architecture — enough to understand what a client is reporting and characterize it accurately for engineering
  • Excellent written communication: clear, calm, and professional under pressure
  • Strong organization, with the ability to juggle multiple open tickets, competing priorities, and SLA deadlines at once
  • Analytical problem-solving: the instinct to isolate the likely failure point in a multi-layer technical issue before escalating
  • Comfort working cross-functionally with Engineering, Product, and Client Success
  • Familiarity with FHIR or healthcare interoperability standards (HL7, USCDI, SMART on FHIR)
  • Experience supporting developer-facing or SDK-based integrations
  • Basic SQL or data querying skills for investigating client data issues
  • Experience monitoring client health metrics or dashboards in a CSM or support operations function
  • Experience with a CRM or marketing email platform (HubSpot or similar) for client communications
  • Familiarity with B2B support channel configuration

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