Technical Support Agent

Healthcare providers go into medicine to care for people, but end up losing valuable time each day to admin work and other workplace challenges. Time that could otherwise be spent helping patients. And patients end up suffering as a result. At Athelas + Commure, we build solutions that simplify providers' lives and keep them connected to their patients so they can focus on doing what matters most: providing care. 

Our innovative suite of software and hardware – augmented by advanced LLM AI, RTLS, and healthcare workflow automations – boosts efficiency across every domain of healthcare, freeing up healthcare providers to spend more of their time caring for patients. Our growing suite of technologies include staff duress alerting, asset tracking, patient elopement, revenue cycle management, clinical documentation and intake, provider copilots, patient engagement and communication, home health, remote patient monitoring, and more.

Today, we support over 250,000 clinicians across hundreds of care sites around the country. And we’re only just getting started: Healthcare’s watershed moment for AI-powered transformation is here – so join us in creating the technology to power healthcare!

We are seeking talented Technical Support Agents to join our growing Support  team. At Commure, agents work side by side with designers, architects, researchers, product managers, healthcare partners, as well as physicians within our company to design, implement, and maintain solutions that meet the concrete needs of our users.

Reporting into the Manager of Technical Support, you will be a crucial member of the Support Team at Commure. With your ability to manage multiple tasks with competing priorities, focus on balancing project work with interrupt-driven responsibilities, and your strong interpersonal and analytical skills with a customer service orientation mindset - you'll be viewed as a key member of our team.

Our applications are based on modern UI and technology standards (Java Stack, Native Swift iOS, Native Java Android). We are a welcoming and diverse team with a wide range of backgrounds and experiences. We pride ourselves on building robust, high-quality software using a modern tech stack. If you share our commitment to improving healthcare innovation and value close partnerships between developers and doctors, come work with us!

Fully Remote

Night/overnight/weekend availability required

$20/hour

Requirements

• 0-2 years of professional experience in a Customer Support role

• Bachelor's degree or equivalent work experience is preferred

• Strong hardware and software troubleshooting skills

• Comfortable balancing project work with interrupt-driven responsibilities

• Excellent oral and written communication skills; ability to interpret technical situations and effectively communicate to lay audience

• Availability to work evenings, overnights and weekends

Responsibilities

As a Technical Support Agent, you will:

• Provide technical support of Strongline applications via phone, email, and web in a team setting

• Navigate, troubleshoot, and resolve application, system, and network connectivity issues on handheld devices and personal computers remotely

• Document and maintain support cases in company CRM (SalesForce)

• Provide explanations of application functionality and usage to clients

• Document solutions to problems and contribute to knowledge base

• Interface with Product Management and Product Development to improve product design and quality

• Collaborate with Product Development, QA, and Development teams on product issues and bug resolutions

• At times, installation and configuration support for Technical Services Deployment team

Why you’ll love working at Athelas + Commure:

• Highly Driven Team: We work hard and fast for exceptional results, knowing we’re doing mission-driven work to transform the country’s largest sector. 

• Strong Backing: We are backed by top investors including General Catalyst, Sequoia, Y Combinator, Lux, Human Capital, 8VC, Greenoaks Capital and Elad Gil. 

• Incredible Growth: Prior to our merger in late 2023, Commure and Athelas had independently grown more than 500% YoY for three consecutive years. We’ve achieved Series D funding, have an industry-leading runway, and continue to scale rapidly. 

• Competitive Benefits: Unlimited PTO, medical, dental, vision, excellent maternity and paternity paid time off.