Company Name: Knowtex

Job Details: Hiring,Remotely,in,USA,Remote,55K-70K,Annually,Junior

Job Url: https://builtin.com/job/customer-support-specialist/8094105

Job Description: About Knowtex Knowtex is building the future of voice AI operating systems for clinicians, transforming how healthcare documentation happens at the point of care. Founded by Stanford AI scientists with deep clinical experience, we're experiencing explosive growth across both commercial health systems and federal healthcare, with our ambient documentation platform scaling rapidly to thousands of clinicians across hundreds of specialties. We're at an inflection point where cutting-edge AI meets real clinical impact, giving clinicians hours back each day to focus on what matters most - their patients.Position Overview As the Customer Support Specialist, you will be the front-line “triage” point for support tickets and inquiries from our clinician and enterprise user base (including our VA integration). You will partner closely with our Customer Success Manager to ensure tickets are correctly categorized, prioritized, escalated, and resolved in a timely fashion. You will act as the glue between end users, internal teams (engineering, product, operations), and the Customer Success function. You should not require heavy supervision — you’ll own your queue and workflows, drive continuous improvement of support processes, and serve as a reliable escalation point for routine to moderately complex issues.Key ResponsibilitiesDesign clinical workflows optimized for ambient documentation across specialtiesConfigure documentation templates for oncology, orthopedics, gastroenterology, and other specialtiesValidate AI-generated notes against E&M coding requirements and MDM levelsLead Epic Community Connect and Nordic partnership implementationsTrain clinical staff on best practices for voice documentationDevelop specialty-specific implementation playbooksCollaborate with ML teams to improve clinical accuracy and relevanceSupport Clinical Decision Support (CDS) Console deploymentsAnalyze documentation patterns to identify optimization opportunitiesInterface with EMR vendors for certification and integration requirementsRequired QualificationsThis role is open to candidates based in the Eastern Time Zone (U.S.) only.2+ years in customer support and ticketing systems in clinical informatics or healthcare technologyDeep understanding of clinical documentationExcellent stakeholder management across clinical and technical teamsUnderstanding of healthcare operations and clinical workflowsStrong project management and training skillsPreferred QualificationsExperience creating or maintaining internal support documentation.Technical experience with React/Postgres, prompt engineering, AWSExperience with voice recognition or ambient documentation toolsExperience with VA or federal healthcare systemsComfortable working with teammates and customers across EST, CST, and PST time zones, with flexibility for occasional cross-zone coordination.Compensation & BenefitsMeaningful equity compensationUnlimited PTOPremium health, dental, and vision coverage401(k) planRemote work model