Technical-Support-Specialist, Help-Desk-Specialist, IT-Support-Specialist Jobs

Company Overview:

Designed for beauty, built for growth, PatientNow brings clinical-grade EMR with intuitive charting, smart AI automation, advanced photography, marketing, patient engagement, and seamless practice management into one elegant system. Everything works together naturally, helping clients create a smooth, intentional patient experience from consultation to checkout. Supported by a U.S.-based team that understands the pace and artistry of aesthetics, PatientNow provides the technology and partnership to scale with confidence.

Vision: Empowering practices and businesses to improve health and wellness worldwide by helping their clients look and feel their best.

Mission: PatientNow is elevating businesses focused on beauty, wellness and medical aesthetics with innovative, all-in-one software and consulting service solutions. People who partner with us stand out in the industry with strong market differentiation, while streamlining operations for long term success and sustainable growth.

Values:

We Deliver Simplicity
We turn complexity into clarity. We focus on what matters most, remove friction, and create solutions that are easy for customers and teammates to understand and use.
We Set the Pace
We take ownership of outcomes, act with urgency, and follow through on our commitments. We are proactive problem-solvers who drive progress and help our customers move faster.
We Act with Intention
We work thoughtfully and purposefully. We prioritize effectively, communicate clearly, and make decisions that consider the impact on our customers, colleagues, and business.
We Practice Precision
We hold ourselves to a high standard of quality and accountability. We pay attention to detail, continuously improve, and earn trust through excellence in everything we do.

Position Summary:

The Support Specialist provides software application and technical support to PatientNow customers, serving as a trusted resource for troubleshooting, education, and issue resolution. This role is responsible for diagnosing customer questions, guiding users through solutions, and ensuring a positive support experience across PatientNow's EMR, Practice Management, and CRM platforms.

Success in this role requires strong technical aptitude, customer empathy, effective communication skills, and a commitment to helping clients maximize the value of their PatientNow investment. Support Specialists are expected to deliver outstanding service, resolve issues efficiently, and contribute to customer satisfaction and retention.

Essential Duties and Responsibilities:

● Provide software application support for PatientNow customers via phone, email, and ticketing systems.

● Assist clients with all aspects of the PatientNow platform, helping them maximize operational efficiency, revenue growth, and patient satisfaction.

● Diagnose and resolve software-related issues as well as hardware integrations involving scanners, barcode readers, cameras, and payment processing devices.

● Guide customers through troubleshooting steps and clearly communicate solutions in a professional, user-friendly manner.

● Accurately document customer interactions, issue details, and resolutions within the CRM and ticketing system.

● Identify, prioritize, and escalate complex or high-impact issues according to established support procedures.

● Conduct customer follow-up and scheduled callbacks to ensure issues are resolved and customer expectations are met.

● Recommend alternative solutions and best practices that improve customer outcomes and platform adoption.

● Stay current on PatientNow products, new feature releases, industry trends, and support processes.

● Contribute to a customer-first culture focused on responsiveness, accountability, and continuous improvement.

• Shift: 10:00 AM – 6:30 PM ET, lunch 1:00–1:30 PM.
• Shift: 8:30 AM – 5:00 PM ET, lunch 12:30–1:00 PM.

Competencies: To perform the job successfully, an individual should demonstrate the following.

• Adaptability - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.
• Business Ethics – Inspires the trust of others. Keeps commitments. Treats people with respect. Upholds organizational values. Works with integrity and ethically.
• Communications - Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
• Continuous Learning - Assesses own strengths and weaknesses. Pursues training and development opportunities. Seeks feedback to improve performance. Shares expertise with others. Strives to continuously build knowledge and skills.
• Problem Solving - Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.
• Teamwork - Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests.

Education/Experience:

● 1+ years of software support, technical support, customer service, or help desk experience.

● Experience troubleshooting software applications and resolving customer issues in a timely manner.

● Strong technical aptitude with the ability to learn and support multiple software products.

● Experience supporting EMR, Practice Management, CRM, or healthcare technology platforms preferred.

● Experience using CRM and ticketing systems to manage customer cases and documentation.

● Familiarity with remote support tools such as LogMeIn, TeamViewer, or similar technologies.

● Excellent written and verbal communication skills.

● Strong customer service orientation with a commitment to delivering exceptional experiences.

● Ability to multitask, prioritize workload, and manage competing demands in a fast-paced environment.

● Effective problem-solving and analytical skills.

Why You’ll Thrive Here:

In this role, you’ll get to:

• Work at the intersection of innovation and impact, helping real-world practices grow and thrive in a rapidly expanding market;
• Collaborate with a talented, curious team that values experimentation, learning, and customer empathy;
• Be empowered to lead with autonomy while supported by strong leadership and product discipline; and
• Help modernize aesthetics software in an industry that’s ripe for transformation through innovative, AI-native technology.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

Note: PatientNow jobs are listed on our careers page and select job boards. We will never ask for payment or sensitive info. Official emails come from @patientnow.com, @recura.ai or

About Assembly Software

Assembly Software is the team behind Neos, the case management platform purpose-built for personal injury law firms, with embedded intelligence that already knows your cases. We're trusted by 1,100 firms and 15,000 users nationwide, backed by more than 40 years of experience in PI case management. As a growing SaaS company with a passionate team, we're building software that makes cases easier to manage and outcomes better for the firms and clients who rely on it.

When you join Assembly Software, you’re joining a team that genuinely cares about you, your career, and your excitement about your job. When you work for a tech company in the legal field, there are endless opportunities ripe for disruption, and you’ll be on the forefront of that innovation. We want you to pursue what drives you and push your boundaries! Assembly Software is where people come to shake up a historically buttoned-up industry.

Vision Statement

Assembly's vision is to provide the legal community the best practice management software that enables client advocacy from anywhere at anytime.

Mission Statement

Our mission is to provide intuitive and comprehensive legal practice management solutions enhancing efficiency and profitability for our customers.

Core Values

• We are Accountable: We accept responsibility for our choices and actions. We value transparency + feedback.
• We Never Stop Learning: We pursue growth + learning.
• We Thrive as a Team: We value others' opinions + work respectfully with one another.
• We are Collaborative Innovators: We are adventurous, creative + open-minded.
• We are Here to Be of Service to our Customer + our Colleagues: No matter our role, we are all here to be of service + add value.
• We have Unyielding Integrity: We do the right thin, even when no one is watching.
• We Embrace Diversity + Inclusion: We are passionate about creating and cultivating an inclusive culture that promotes and values diversity.

The Opportunity

Being a Technical Support Specialist at Assembly Software is not a script-reading job. Our AI agent already answers the routine how-to questions, which means the conversations that reach you are the ones that need a person: a login that fails after a Windows update, an integration returning an error code, a configuration that worked last week and does not today. As a Technical Support Specialist on our Tier 1 team, you own those issues from first contact through resolution, and you decide when to bring in a subject matter expert. You will work across Neos, our cloud practice management platform, and our on-premise products, Needles and TrialWorks, and you will build real depth in at least one specialty area along the way.

Why Now

We are rebuilding how support works. AI handles the repetitive questions, so the humans on the team spend their time on troubleshooting, judgment calls, and making sure a fix gets written down once and reused by the whole team and by the AI agent itself. If you have a year or more in technical support and want the harder tickets, this is the version of the role where that is the job.

What You'll Do

You will support customers by phone, email, and chat, including conversations handed off from our AI agent. You will troubleshoot software, Windows, network, login, and remote desktop issues with a methodical approach: reproduce it, isolate the variables, document what you tried. You will use AI tools such as Intercom Copilot to find answers before escalating, and when you do escalate, you will send a clean, documented handoff that Tier 2 and our Customer Support Engineers can act on without sending it back. After training, you will handle first-line API requests, including access, key resets, and basic integration checks. You will document new solutions, flag gaps in our knowledge base and AI content, and join the on-call rotation once trained. Over time, you will become the team's go-to person in a specialty area, whether that is on-premise installs, hosting, API, or a Neos feature area.

What You'll Bring

At least a year in technical support, help desk, or IT support, ideally helping business software customers. A troubleshooting habit that favors evidence over guessing, the ability to teach yourself new software from documentation, and the ability to explain technical things clearly to people who are not technical. Comfort using AI assistants in daily work, and the judgment to notice when they are wrong. Solid Windows and Microsoft Office skills, including the ability to work through common permissions and connectivity problems. Experience with Windows Server, Office 365, SQL Server, APIs, Intercom, RingCentral, or legal software is a plus, as is time spent in a law firm, especially a plaintiff or personal injury practice.

If you’re the person who wants the tougher tickets and takes pride in solving them, we want to hear from you.

When you’re considering a new job, it’s normal to have questions. Here are a few things we get asked all of the time:

1. I'm tired of the daily commute. Where are you located?
Assembly Software is a fully remote company. We work across time zones and connect through Teams, so you can build your career from wherever you do your best work: home office, favorite coffee shop, or yes, in your PJs if that's your vibe.

2. What makes Assembly Software different?
Our people. We're a fast growing SaaS company and the leading provider of case management solutions for personal injury and legal firms. Through our three brands, Neos, Needles, and TrialWorks, we serve over 2,500 law firms and 40,000+ users, the largest user base in the industry. Backed by Ridge Road Partners since 2017, we combine decades of legal tech expertise with a scrappy, entrepreneurial energy. We move fast, we care about the product, and we have fun doing it. Our sales team also enjoys uncapped commission with built in accelerators, so top performers are rewarded for their impact.

3. What's the benefits package like?
Competitive and comprehensive. You'll have access to:

• Medical, dental, and vision plans
• Short and long term disability coverage
• Supplemental insurance options
• 401(k)
• Flexible time off
• Paid parental leave
• An Employee Assistance Program

We invest in our people because we know our results depend on them. When you do great work here, you'll be recognized and rewarded for it.

Assembly Software provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.