Customer Support Specialist

Are you interested in leading the transformation of cancer care through software that puts world-leading scientific knowledge in the hands of patients and their doctors? If so, join our growing team at VieCure, the company that is revolutionizing cancer care by putting A.I. driven technology tools and an unparalleled knowledge base into the hands of physicians.

We are now seeking an experienced full time, highly motivated Customer Support Specialist. The Customer Support Specialist plays a critical role in delivering high-quality service and support to clients, ensuring technical and functional issues are resolved effectively while maintaining an outstanding customer experience. Acting as the first point of escalation within the support team, the Specialist manages complex cases, collaborates with cross-functional teams, and contributes to the continuous improvement of support operations.

This role requires a combination of technical aptitude, customer-facing communication skills, and the ability to work in a structured but evolving environment. Our successful candidate will have substantial experience of working within a customer support team in the medical industry (ideally MedTech and oncology-focused), working with users, handling issues and requests on the phone and through digital channels.

Responsibilities

Essential job functions include, but are not limited to:

• Handle and resolve customer support inquiries across multiple channels (phone, chat, email, case management).
• Investigate and troubleshoot more complex product issues, escalating critical matters appropriately.
• Document customer interactions, troubleshooting steps, and resolutions in the Zendesk platform.
• Educate customers on system functionality and guide them toward effective use and self-service resources.
• Provide follow-up with customers to ensure full resolution and satisfaction.
• Create and update customer-facing knowledge base articles and internal troubleshooting documentation.
• Collaborate with internal technical, product, and QA teams to report bugs, propose fixes, and drive resolution.
• Act as a subject matter resource for junior support team members when needed.
• Contribute feedback on support processes and tools to enable continuous improvement.
• Maintain up-to-date product knowledge and participate in training to deepen expertise.

Education / Qualification

• Bachelor’s degree or equivalent experience in Healthcare, Information Technology, or Client Services preferred.

Experience

• 3–5 years of customer support experience, ideally in the MedTech or healthcare technology industry.
• Demonstrated ability to manage complex customer cases from intake through resolution.
• Experience using support platforms such as Zendesk.
• Exposure to healthcare workflows and/or EMR/EHR software highly desirable.

Technical Competencies

• Strong troubleshooting and problem-solving capabilities.
• Familiarity with ticketing and case management systems (Zendesk preferred).
• Ability to document and report software bugs clearly, including steps to reproduce.
• Understanding of software applications in a healthcare or clinical environment.

Behavioral Competencies

• Strong organizational and time management skills.
• Excellent written and verbal communication, with a customer-centric approach.
• Logical, methodical thinker with disciplined attention to detail.
• Able to work independently and collaboratively within a team.
• Adaptable and resilient in a fast-paced, evolving environment.

Some off-hours work may be required for deployments and emergency support.

We are headquartered in Denver, Colorado, and this role will be based onsite in Denver.

If you share our passion for revolutionizing the way cancer care is delivered, and in enabling better outcomes for patients, come join our team and help us shift the power balance in cancer care!