Technical Support Specialist

Department: Customer Experience

Location: Remote - USA

Compensation: $65,000 - $75,000 / year

Description

About Impruvon Health
Impruvon Health was founded with a mission to transform medication management for vulnerable populations through innovation, accountability, and compassion. Our platform empowers care teams by simplifying complex workflows, preventing medication errors, and ensuring compliance, ultimately improving safety, outcomes, and independence for individuals in long-term care.

At Impruvon, we are innovative, driven, and willing to go the extra mile. Our team operates like a family: supporting each other both professionally and personally. We listen first, build with empathy, and remain committed to solving problems that have a meaningful impact on people’s lives.

The Technical Support Specialist will be a frontline advocate for our customers, ensuring their issues are resolved quickly, accurately, and with care. This role ensures providers can rely on our platform without disruption, which directly supports safe and compliant medication management. The ideal candidate will take a friendly, empathetic approach in their support role, be an excellent communicator and always puts the customer first.

This is a full time, salaried role. The Technical Support Specialist will work a shift based schedule, which may include hours such as Noon to 8 PM ET depending on team needs.

Key Responsibilities

Customer Support & Issue Resolution

• Serve as the first point of contact for customer technical issues across software and hardware products.
• Respond to tickets, emails, and calls with empathy, professionalism, and a customer-first approach
• Troubleshoot and resolve issues by following established processes, escalating complex cases as needed.
• Take full ownership of customer cases until resolved or properly escalated.
• Ensure timely follow-ups and closure of support tickets within defined SLAs.

Knowledge Base & Self-Service

• Contribute to the internal and external knowledge base by documenting solutions
• Identify recurring issues and suggest improvements to resources that help customers resolve issues independently.

Collaboration & Continuous Improvement

• Partner with product, Engineering, and Customer Success teams by sharing insights from customer interactions.
• Provide feedback on tools, processes, and workflows to improve support efficiency.
• Participate in team training sessions and skill-building opportunities to expand technical expertise.

Hardware & Software Support

• Assist with troubleshooting ImpruvonHealth’s hardware products (e.g., medboxes, e-kits) and escalate to senior support when needed.
• Log patterns in recurring hardware/software issues to aid in long-term improvements and/or replacement.
  

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 Expertise

• 1–3 years of experience in a technical support, help desk, or customer service role (SaaS or health tech experience preferred).
• Strong problem-solving skills with a customer-first attitude.
• Familiarity with ticketing systems, knowledge base platforms, or similar tools.
• Basic technical aptitude and willingness to learn both software and hardware troubleshooting.
• Excellent communication skills and ability to explain technical concepts in simple terms.
• Bonus: Experience in healthcare, long-term care, IDD, or behavioral health settings.
  
  

Benefits

At Impruvon Health, we know our people are our greatest asset. We provide a benefits package designed to support your well-being and growth, including:

• Competitive compensation aligned with experience
• Health, dental, and vision insurance
• 401(k) Retirement Planning
• Unlimited PTO and holidays
• Flexible work environment with opportunities for remote work
• Professional development and learning opportunities
• A mission-driven culture where your work directly impacts lives

Why 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. As a Technical Support Specialist, you’ll gain valuable experience, grow your skills, and make a meaningful difference every day.