Product Support Specialist 1

Join the Team Modernizing Medicine At  ModMed , we’re not just building software—we’re reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach:  we hired doctors and taught them how to code.  This "for doctors, by doctors" philosophy has allowed us to create an AI-enabled, specialty-specific cloud platform that places patients at the center of care. A Culture of Excellence When you join ModMed, you’re joining an award-winning team recognized for innovation and employee satisfaction.   From our global headquarters in Boca Raton Florida, and extensive employee base in Hyderabad India, we are a team of 4,500+ passionate problem-solvers on a mission to increase medical practice success and improve patient outcomes: Consistently ranked as a Top Place to Work 2025 Globee Business Awards:  Gold Globee for “Technology Team of the Year” 2025 Black Book Awards:  Ranked #1 EHR in 11 Specialties Florida Venture Forum:  Venture-Backed Company of the Year We are growing fast, thinking big, and we are just getting started. Ready to modernize medicine with us? Job Description Summary: About the Role As a Product Support Specialist I, you will play a critical role in delivering exceptional client service and ensuring smooth, efficient resolution of client issues. Acting as a trusted advisor and first point of contact, you'll bring clarity to client queries, collaborate across teams, and advocate for continuous improvement in our client experience. This is an exciting opportunity for someone who thrives in a fast-paced, client-focused environment and is passionate about solving problems, improving workflows, and delivering excellence. By aligning passion with purpose, your support directly empowers medical practices to save time and keep patients at the absolute center of care.   Primary Duties & Responsibilities Frontline Omnichannel Support: Serve as the front-line face of ModMed, answering client inquiries seamlessly via phone, email, and live chat with a client-first mindset to create customer delight. Root-Cause Troubleshooting: Investigate, resolve, and troubleshoot software-related issues by leveraging internal product knowledge and sharp analytical thinking. Issue Ownership & Documentation: Take complete accountability for client tickets; accurately identify, document, and escalate complex issues while maintaining deep ownership through to final resolution. Cross-Functional Collaboration: Partner timely and effectively with internal cross-functional groups across multiple business units to drive swift, robust solutions. Professional Communication: Maintain exceptionally high standards of communication, clarity, and professionalism in every internal and external interaction. Process Optimisation: Proactively suggest improvements to Standard Operating Procedures (SOPs) and support processes to enhance…