Technical Support Specialist

Technical Support Specialist

Location: Madison, WI

About Moxe:

Moxe is reimagining healthcare by unlocking access to clinical data. Our API-first approach makes securely sharing clinical information and insights between providers, payers, and patients easy. We work with health systems and payers to streamline release of information requests, optimize risk adjustment, improve HEDIS and Star ratings, ensure regulatory compliance, and more. www.moxehealth.com

Summary:

As a Technical Support Specialist at Moxe,  you will be the first point of contact for our customers’ technical issues and queries. You will play a crucial role in ensuring customer satisfaction by assisting with routine technical issues, such as password resets, Multi-Factor Authentication (MFA) setup, and troubleshooting basic system problems. Your ability to triage issues, provide timely resolutions, and escalate more complex problems to higher levels of support will help maintain the high standard of service our clients expect.

Key Responsibilities:

• Serve as the first line of support for customer inquiries and technical issues via our ticketing system, phone, and email.
• Assist customers with common technical issues, including but not limited to:
  • Password resets
  • Multi-Factor Authentication (MFA) setup
  • Basic troubleshooting for software and system errors
  • Access and login issues
• Identify, troubleshoot, and resolve common technical problems quickly and effectively.
• Document and track issues in our support ticket system, ensuring timely updates and resolution.
• Escalate more complex issues to Level 2 support or relevant teams while maintaining communication with customers.
• Provide clear, friendly, and professional communication to customers at all times.
• Educate customers on basic troubleshooting steps and self-service resources.
• Contribute to internal knowledge base articles, FAQs, and troubleshooting documentation.
• Collaborate with the technical team to continuously improve internal processes and support workflows.

Qualifications:

• High school diploma or equivalent; Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred
• 1+ year of experience in a customer support or technical support role, preferably in a healthcare IT environment
• Basic understanding of IT systems, networking, and troubleshooting techniques
• Strong problem-solving skills and a proactive approach to troubleshooting
• Excellent communication skills with the ability to explain technical issues to non-technical users
• Strong attention to detail and ability to manage multiple tasks and priorities
• Customer-focused attitude with a strong desire to help others

Nice to Have:

• Familiarity with healthcare-specific software, security protocols, and compliance (e.g., HIPAA)
• Experience with password management, MFA systems, and access control
• Experience with IT service management platforms (e.g., Salesforce)
• Knowledge of healthcare IT systems or familiarity with Electronic Health Records (EHR) systems
• Familiarity with cloud-based software and applications