技术账户专员
Technical Account Specialist
我们是谁：
Interra Health 是一家快速发展的医疗技术公司，正在改变提供者和患者在处方过程中的体验。由 DoseSpot、Arrive Health 和 pVerify 合并而成，Interra Health 在诊疗过程中提供可信赖的资格验证、实时保险覆盖和定价洞察、处方工具以及药房透明度，帮助提供者做出明智的决策，使患者更清晰、更经济地获得合适的药物。在强劲的市场势头和对连接护理未来充满雄心的愿景支持下，Interra Health 提供了加入一个创新、以使命为导向的团队的机会，这些团队在软件和医疗保健的交汇点工作，以减少摩擦、改善访问，并让每个人的医疗体验变得更好。
职位描述：
技术客户专员将作为我们客户、医生和护士及其终端用户的前线支持人员。该职位的重点是消除处方过程中的障碍，使临床医生能够将更多时间用于患者护理，而不是撰写处方。此职位需要强大的问题解决能力、清晰的沟通能力和以客户为中心的心态，以及时有效地解决问题。
成功完成该职位取决于在效率与同理心之间取得平衡，在协作环境中与同事紧密合作，并持续保持满足或超越客户期望的标准。
主要职责：
• 接受来自客户的电话支持、支持电子邮件以及通过客户社区门户的内部支持案例。
• 与客户合作收集信息，请求相关细节并评估问题。
• 利用各种工具、文档和知识库，协助客户找到解决方案或将案例升级到二级支持。
• 利用现有文档了解 DoseSpot 软件应用程序。
• 管理特定客户账户，协调问题管理和升级沟通。
你将带来的能力：
• 软件或相关技术领域的学士学位；或至少两年的软件/IT支持经验，且在面向客户的岗位上工作过。
• 熟练使用 Microsoft Office 套件。
• 愿意协助并改进故障排除文档。
• 能够使用案例管理工具记录详细信息。
查看英文原文
Who We Are:
Interra Health is a fast-growing healthcare technology company transforming how providers and patients navigate the prescription journey. Formed through the merger of DoseSpot, Arrive Health, and pVerify, Interra Health delivers trusted eligibility, real-time coverage and pricing insights, prescribing tools, and pharmacy transparency at the point of care—helping providers make informed decisions and patients access the right medications with greater clarity and affordability. Backed by strong market momentum and a bold vision for the future of connected care, Interra Health offers the chance to join an innovative, mission-driven team working at the intersection of software and healthcare to reduce friction, improve access, and make the healthcare experience better for everyone.
The Role:
The Technical Account Specialist will provide serves as the front-line level support to our for customers, physicians and nurses, and their end users. The focus of this role is to remove friction in the prescribing process so clinicians can devote more time to patient care so that they may spend more time with patients and less time writing prescriptions. This position requires strong problem solving-skills, clear communication, and customer-first mindset to deliver timely, effective resolutions.
Success in the role depends on balancing efficiency with empathy, working closely with colleagues in a collaborative environment, and consistently upholding the standard of meeting or exceeding client expectations.
Key Responsibilities:
• Accept incoming phone support calls, support emails, and inbound support cases via our
customer community portal.
• Work with customers to gather information, request pertinent details, and assess issues.
• Leverage various tools, documentation, and knowledge bases to assist customers with finding a resolution or escalating the case to a secondary level of support.
• Utilize available documentation to understand the DoseSpot software applications.
• Own specific client accounts to coordinate issue management and escalation engagement.
What You’ll Bring:
• Associate’s Degree in Software or a Technical related field; or equivalent experience with a
minimum of two (2) years of Software/IT Support experience in a customer-facing role.
• Proficient in the use of Microsoft Office Suite.
• Desire to assist with and improve trouble-shooting documentation.
• Ability to utilize a case management tool to record detailed notes and manage customer
communication (e.g., Salesforce, ServiceNow, ZenDesk).
• Strong problem-solving skills.
• Excellent verbal and written communication and presentation skills.
• Ability to provide quick and accurate updates and solutions to customers.
• Detail oriented with the ability to multitask and manage time in a fast-paced, ambiguous
environment.
• Must be able to work independently while being a proactive team member.
Core Competencies:
Knowledge & Application:
Has substantial understanding of the job either from experience or a training/certification program and applies knowledge and skills to complete a wide range of tasks.
Complexity & Problem Solving:
Works on assignments that are moderately difficult, guided by defined and documented processes. May be expected to adapt solutions to other problems for related situations. Encounters problems which are varied but generally similar. Requires some fact finding in order to fully understand the issue and consider the most appropriate response. Impact varies between immediate and short term (less than one year). Scope of impact typically at the department or team level; wider impact in customer facing roles. Financial accountability typically confined to awareness and management of cost in relation to own work.
Collaboration & Interaction:
Normally receives little instruction on daily work, general instructions on newly introduced assignments. Accountable for quality and timeliness of own deliverables. May be responsible for up-skilling new team members. Conveys and exchanges basic technical or information with colleagues/clients/customers; audience is typically knowledgeable about the subject matter.
Working Conditions & Environment:
• Fully remote role within the United States
• Periodic travel (once or twice per year for company events)
• Operates in a fast-paced, growth-oriented, PE-backed SaaS environment
• Requires cross-functional collaboration across Product, Sales and Customer Success
We are hiring for the following shifts:
- 10am - 6:30pm EST (30 min lunch)
- 11:30 - 8pm EST (30 min lunch)
Success in this role requires the ability to balance synchronous collaboration with thoughtful asynchronous execution in a remote-first environment.
Pre-Employment Drug Screening: This position is subject to a pre-employment drug screening, where permitted by applicable law. Any required screening will be conducted after a conditional offer of employment and in accordance with applicable federal, state, and local laws.
Benefits & Perks:
💸Competitive compensation
🌍Remote-first
Work from anywhere in US. We also provide a one-time home office stipend to set up your workspace, plus a monthly Wi-Fi reimbursement.
Flexible work
Flexible scheduling and core collaboration hours (10:00 AM – 3:00 PM ET), giving you space for both deep work and real life.
✈ Company-wide offsite
We invest in connection—join us for an annual offsite to collaborate, build relationships, and have some fun together.
🌴Time off that you’re expected to use
Flexible PTO designed for real recharge, plus 17 company holidays, paid sick leave, and paid parental leave.
💙Comprehensive health coverage
Choose from multiple medical plan options with significant company premium contributions, along with dental (including orthodontia) and vision coverage for you and your family.
Includes company contributions to HSA/FSA accounts (based on plan selection).
💰Financial wellness
401(k) with company match to help you plan for the future.
Interra Health is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.