Software Support Specialist (EHR)

Job Title: Software Support Specialist

Summary/Objective: As a Software Support Specialist at Ezderm, you are the critical technical partner for our clinical community. You serve as the primary navigator for Office Managers, Nurses, and Physicians, ensuring our systems run flawlessly so they can focus on patient care. Whether you are troubleshooting hardware connectivity for a busy Office Manager or guiding a Surgeon through a software workflow, you provide fast, high-accuracy technical solutions. Our specialists possess a deep mastery of the Ezderm suite and understand that in a medical environment, technical reliability is directly tied to patient outcomes.

Essential Duties and Responsibilities:

• Technical Problem Resolution: Provide tier-1 and tier-2 support via phone, email, and chat for Ezderm’s full suite (EHR, Practice Management, Kiosk App, and Patient Portal).
• Hardware & Mobility Troubleshooting: Diagnose and resolve issues related to iPad hardware, peripheral connectivity (scanners, cameras, printers), and mobile OS stability within a clinical environment.
• Product Liaison: Identify, document, and escalate platform bugs and performance trends to the Product and Engineering teams with clear, reproducible steps.
• Integration Support: Assist in managing and troubleshooting 3rd-party integrations (Labs, E-Prescribing, Billing Clearinghouses) to ensure seamless data flow.
• Knowledge Base Contribution: Author and maintain technical support articles, "how-to" videos, and internal documentation to empower client self-service.
• Community Engagement: Monitor and professionally address technical inquiries on the Ezderm Facebook community page and other social channels.
• CRM Excellence: Meticulously document all client interactions, technical configurations, and resolution steps in the CRM to ensure a gold standard audit trail.
• Implementation Support: Partner with Certified Trainers during the onboarding of new practices to ensure hardware and networking environments are optimized for go-live.
• Perform other duties as assigned to support Ezderm’s client success.

Qualifications:

• High School degree or equivalent required; Associate’s or Technical degree in IT/Computer Science preferred.
• Proven experience troubleshooting iOS/iPadOS and cloud-based applications.
• 3+ years in a dedicated IT Support or Help Desk role. Experience supporting a global/remote workforce is a major plus.
• * Expert-level knowledge of macOS and iPadOS*
• Advanced Troubleshooting: Strong analytical skills with the ability to think like a debugger when facing hardware or software failures.
• Familiarity with Mobile Device Management (MDM) software (e.g., Okta, Jamf, Kandji).
• Highly organized with experience in international shipping/customs (specifically for electronics) or a willingness to master it quickly.
• Communication: Excellent verbal and written skills; ability to explain technical workarounds to non-technical users.
• Mobility: Ability to travel domestically (up to 20%) as needed.

Equal Employment Opportunity Statement

EZDERM values diversity in the workplace and among our partners, clients and other stakeholders.

EZDERM provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity or expression, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.

Furthermore, EZDERM is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity or expression, disability, marital status, veteran status, genetic information or any other status protected by law.

Job Type: Full-time

Pay: $52,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Experience:

• Help desk: 1 year (Preferred)
• Medical administrative support: 1 year (Preferred)

Work Location: Remote