Customer Success & Support Specialist

About the role

SARC MEDIQ is looking for a Customer Success & Support Specialist to bridge technology, customer experience, and healthcare workflows. You will help customers adopt, use, and gain value from our AI‑driven clinical documentation platform while resolving technical issues.

Key responsibilities

• Provide remote technical support for software setup, configuration, and troubleshooting.
• Assist customers with network‑related configurations, including static IP setup and connectivity issues.
• Customize medical report templates using HTML and CSS, adjusting layouts, tables, and links.
• Use remote access tools (Zoom, TeamViewer, AnyDesk) to diagnose and resolve problems efficiently.
• Collaborate with engineering, implementation, and product teams to escalate and resolve complex issues.
• Act as the primary technical point of contact during onboarding, implementation, and ongoing use.
• Guide customers through product features, workflows, and best practices to ensure successful adoption.
• Support customers during upgrades, feature releases, and workflow changes to ensure smooth transitions.

Required profile

• Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a related field.
• Strong customer‑focused attitude with the ability to own issues from first contact through resolution.
• Comfortable troubleshooting and guiding users in a healthcare environment.

Required skills

• Basic networking knowledge, including configuring static IPs and troubleshooting connectivity.
• Proficiency in HTML and CSS for report customization.
• Experience with remote access tools such as Zoom, TeamViewer, and AnyDesk.