Technical Support Specialist

IMO Health is a clinical data intelligence business improving how data is used across the healthcare landscape. Combining rich, highly nuanced medical terminology, extensive domain knowledge, and artificial intelligence (AI), we expertly structure and operationalize clinical data to generate sharper insights and inform more intelligent decision-making.

Our Client Services Team is comprised of Implementation Specialists, first-line Customer Support, Client Success, and Technical Support Specialists -all dedicated to driving value and high levels of customer satisfaction with IMO Health’s terminology solutions. 

Reporting to the Director of Client Services, Technical Support, the Technical Support Specialist will be primarily responsible for supporting the integration of IMO Health terminology solutions within our partner’s Health IT applications. This individual will also partner closely with IMO Health’s internal product and software engineering teams to drive product development and enhancements as well as effectively resolve customer-impacting issues.

Impact You'll Make:

• Ensure seamless integration of IMO Health terminology solutions into Health IT applications, directly impacting client success. 
• Resolve complex customer challenges and contribute to product enhancements for future growth. 
• Act as the voice of the customer, providing high-quality support and influencing the development of next-generation healthcare solutions. 
• Make a meaningful impact on healthcare delivery worldwide through collaborative problem-solving and continuous product improvements. 

What You'll Learn:

• Gain hands-on experience supporting and integrating advanced clinical terminology solutions into Health IT systems. 
• Deepen your understanding of AI-driven solutions and how they enhance decision-making processes in healthcare. 
• Collaborate with cross-functional teams to troubleshoot complex technical issues and address client-specific needs. 
• Influence product development and understand the lifecycle of health technology solutions. 
• Broaden your skills in client relationship management, effectively communicating technical concepts, and creating essential product documentation. 

What You'll Do:

• Perform technical analysis and resolve customer issues or inquiries, primarily handling tier two technical support cases
• Provide support to both internal and external customers (new and existing), which includes: 
• Leading teleconference meetings to resolve customer issues
• Providing dedicated “on-call” support when required 
• Communicating best practices for IMO Health products and solutions
• Clearly articulating new workflow and customization requests from vendor partners and customers 
• Collaborating with team members to improve new and existing IMO integrated solutions 
• Documenting integrations at both the partner and organization level (for internal and external use) 
• Collaborate with cross-functional teams to resolve customer issues efficiently, representing the “voice of the customer” to internal teams. This includes:
• Net new product feature requests
• Bug identification and escalation
• Communication of client use cases and pain points
• Provide technical support for internal teams (Customer Support, Sales, Product, Terminology Delivery Engineering, Software Engineering, Channel Management, Client Success, and Implementation) when required.
• Participate in partner technical relationship calls and effectively manage follow-up tasks
• Create and update customer-facing documentation (e.g., user guides, FAQs, and email campaigns)
• Oversee customer communications and help manage transition initiatives, such as product upgrades or new services.
• Train other team members and cross-functional members on Technical Services tasks
• Manage client access to IMO Health software, products, and content through technical licensing tools
• Create and update internal workflow and process documentation to maintain efficiency and clarity

Requirements:

• Associate or Bachelor’s Degree or Technical Diploma(s)/Certification(s) in Computer Science, Systems Analysis, Engineering, Health Services or related field, or equivalent work experience
• Superior customer service skills and willingness to go the extra mile
• Strong analytical and problem-solving abilities
• Excellent written and oral communication skills with the ability to document and explain complex technical concepts to non-technical audiences
• Strong team player and ability to collaborate with both internal and external organizational personas
• Hands-on experience with troubleshooting technical issues, especially in customer-facing environments