Role OverviewThe Technical Support Specialist will be a frontline advocate for our customers, ensuring their issues are resolved quickly, accurately, and with care. Our customers are nurses, residential managers, care team leads, and direct support professionals who rely on Impruvon every day to safely administer medications, manage eMAR records, operate hardware devices, and maintain regulatory compliance. This role ensures providers can depend on our platform without disruption, which directly supports safe and compliant medication management.A note on what makes this role unique:Unlike a traditional IT helpdesk, you won't only be troubleshooting company hardware or working from a standard checklist. Our end-users are healthcare professionals navigating fast-paced, demanding environments, and when something isn't working, the pressure they're feeling is real and requires an empathetic, improvised approach.Many of our users aren't particularly technical, and they're not looking for technical answers. They're looking for someone who will truly listen. The heart of this role is the ability to hear what someone is saying, understand what they actually need, and respond with genuine patience and compassion.If you're someone who finds meaning in helping people feel heard and supported, this role will be a natural fit.This is a full-time, salaried role. Standard shifts are scheduled between 8am to 5pm and 12pm to 8pm ET to accommodate North American business hours. As part of our commitment to our clients, Impruvon provides 24/7 critical support by phone. To make this manageable, the Customer Support team shares on-call responsibility through a collaborative rotating schedule, though after-hours calls are infrequent in practice.Key ResponsibilitiesCustomer Support & Issue ResolutionServe as the first point of contact for customer questions and issues across the Impruvon platform and hardware products. Common support topics include:Medication administration and eMAR: Questions and issues related to medication records, order display, scheduling, and administration workflows.Pharmacy order assessment: Helping to resolve potential issues with incoming pharmacy order data.Hardware devices: Ensuring connectivity, access, and operational issues with platform-connected hardware.User access and account management: Login troubleshooting, working with external organizations to troubleshoot SSO-related issues.Platform navigation and feature guidance: Developing a deep understanding of the platform to discover actual software bugs vs. user training gaps.Respond to tickets, emails, and calls with empathy, professionalism, and a customer-first approach.Recognize when an issue reflects a deeper training need rather than a technical glitch, and communicate that clearly and supportively to both the customer and the Customer Success Manager.Troubleshoot and resolve issues by following established processes, escalating complex or unresolved cases as needed.Take full ownership of customer cases until resolved or properly handed off.Ensure timely follow-ups and closure of support tickets within defined SLAs.Knowledge Base & Self-ServiceDocument solutions and common issue patterns in the internal and external knowledge base.Identify recurring issues, such as frequently misunderstood pharmacy order workflows or medbox connectivity steps, and suggest resources or guidance that help customers resolve them independently.Collaboration & Continuous ImprovementPartner with Product, Engineering, and Customer Success teams by sharing patterns and insights from customer interactions.Provide feedback on tools, processes, and workflows to improve support efficiency and customer experience.Participate in team training sessions and skill-building opportunities to expand platform and hardware knowledge.Hardware & Software SupportAssist with troubleshooting Impruvon hardware (medboxes, e-kits) including offline devices, Wi-Fi setup, and reassignment between residents.Escalate complex hardware issues to senior support and log recurring patterns to support long-term improvements.Key Performance Indicators (KPIs)First Response Time: Respond to new tickets within SLA (e.g., 15 minutes for critical issues).Resolution Time: Meet or exceed time-to-resolution goals by category.Customer Satisfaction (CSAT): Maintain a high satisfaction rating through responsive, empathetic support.Knowledge Contribution: Regularly add and update resources in the knowledge base.Skills, Knowledge and ExperienceQualificationsExceptional communication and adaptive language skills: Absolute ability to translate complex software behavior into plain, calm, and jargon-free support for busy, non-technical healthcare professionals.High emotional intelligence and troubleshooting patience: The ability to stay calm and deeply respectful when an end-user is stressed or confused by a system layout.Strong workflow logic: The ability to look at a software state and deduce whether an issue is a code bug, a data sync error, or simply a user training misunderstanding.Must be located in and authorized to work in the United States.1 to 3 years of experience in a customer support, application help desk, or client-facing service role (SaaS, customer success, or health tech experience highly preferred).Familiarity with ticketing systems, knowledge base platforms, or similar client-facing tracking tools.Basic technical aptitude and genuine willingness to learn both custom software workflows and hardware/device troubleshooting.Bonus: Experience working in healthcare, long-term care, IDD, behavioral health, or residential care environments.BenefitsAt Impruvon, we know our people are our greatest asset. We offer a benefits package designed to support your well-being and growth, including:Competitive compensation aligned with experience100% company-paid medical coverage (base plan)Dental & vision available401(k) retirement planCompany-paid life, AD&D, STD & LTD insuranceLifestyle Spending Account (wellness, personal use, and company swag)Flexible PTO + company holidaysFlexible, remote-friendly work environmentOpportunity to own and grow a critical function within the companyMission-driven work with real impact on vulnerable populationsWhy Join UsWorking at Impruvon Health means being part of a mission-driven, passionate, and collaborative team. Every role contributes to improving lives and reducing risks in care settings across the country. Your expertise will help ensure we can continue to innovate, grow, and deliver on our promise of safer, smarter care.About ImpruvonAt Impruvon, we are transforming medication management and clinical workflows with intuitive, one-click solutions that simplify processes, eliminate inefficiencies, and empower care teams to do more with ease and confidence.Designed in partnership with IDD providers, our platform automates medication administration and other clinical workflows such as treatments, minimizes errors, and strengthens compliance—ensuring safer, more effective care for the individuals who depend on it, while keeping providers aligned with regulatory requirements effortlessly.
