Note: The job is a remote job and is open to candidates in USA. Synapse Health is focused on streamlining the durable medical equipment process through tech-based solutions. They are seeking a Specialist in Customer Support to ensure users receive timely and compassionate assistance with the Synapse Equip software and DMEPOS services.
Responsibilities
- Serve as the primary point of contact for Synapse Equip users and prospective customers, responding to questions, concerns, and requests via phone, email, and the ticketing system
- Triage, assign, and monitor helpdesk tickets, partnering with internal teams to ensure timely and effective resolution
- Guide users in understanding and navigating the Synapse Equip software, providing clear explanations, troubleshooting support, and best-practice recommendations
- Accurately document all customer interactions, issues, and resolutions within internal systems to support trend analysis and continuous product improvement
- Identify recurring user issues or opportunities for enhancement and proactively share insights with Operations, Product, and Leadership teams
- Support the SNF & Hospice team with new customer onboarding, training coordination, and ongoing customer requests
- Partner closely with the Manager, SNF & Hospice Operations to escalate and resolve complex or high-priority issues
- Contribute to the development and maintenance of support documentation, FAQs, and internal knowledge resources
- Perform additional duties and support special projects as assigned
Skills
- High school diploma or GED required
- Minimum of 1 year of experience in healthcare, durable medical equipment (DME), customer service, order intake, or a related support role
- Comfort working with technology platforms, with proficiency in Microsoft Office and the ability to quickly learn job-specific software systems
- Strong organizational skills with the ability to manage multiple requests and shifting priorities
- Clear, professional verbal and written communication skills
- Analytical thinking and sound judgment when troubleshooting and resolving issues
- Exceptional attention to detail and a commitment to accuracy and follow-through
- Associate degree preferred
Benefits
- Professional growth opportunities with compelling career paths
- Healthy work-life balance supported by generous paid time off (PTO)
- Comprehensive benefits package, including medical, dental, vision, STD & LTD insurance for full-time team members
- 401(k) savings plan with employer matching contributions
Company Overview