Job Description

About Voicebrook

Help Patients Get Results

Voicebrook is the leading provider of speech-enabled reporting solutions for pathology labs, enabling faster, more accurate diagnoses and improving patient outcomes. Our solutions save labs time and money while improving documentation quality. We combine deep expertise in pathology reporting, user workflows, and health IT systems to deliver unmatched value to our clients.

About the Role: Level 1 Support Specialist

The

Client Support

team is dedicated to ensuring our clients receive timely, effective assistance to resolve any issues and optimize their use of our products. This team serves as the primary resource for troubleshooting, answering questions, and providing technical guidance throughout the customer lifecycle. By maintaining strong communication and deep product knowledge, the Client Support team helps clients overcome challenges quickly, improve user satisfaction, and maintain smooth daily operations. They collaborate closely with Product, Client Onboarding, and Client Engagement teams to escalate complex issues and contribute client feedback for continuous improvement.

The

Level 1 Support Specialist

at Voicebrook serves as the first point of contact for clients experiencing technical issues or product questions. They provide initial troubleshooting, answer general inquiries, and guide users through common problems using established knowledge bases. Their role is crucial for quickly resolving routine issues or correctly escalating more complex cases to higher-level support teams. By delivering prompt, courteous, and effective assistance, Level 1 Support Specialists help ensure a positive client experience and smooth daily use of Voicebrook products.

What You'll Do

Client Support & Issue Resolution

Serve as the first point of contact for clients seeking technical assistance via phone, email, or chat Troubleshoot common product issues using established knowledge bases, scripts, and standard procedures Provide clear, patient, and empathetic guidance to help clients resolve routine problems promptly Document client interactions thoroughly in the CRM system to maintain accurate case histories Escalate complex or unresolved issues to Level 2 Support or appropriate internal teams in a timely manner

Client Communication & Relationship Building

Maintain professional and courteous communication with clients at all times Follow up with clients to confirm issue resolution and ensure satisfaction Build trust and positive rapport with clients by demonstrating a commitment to their success

Collaboration & Continuous Improvement

Work closely with Level 2 Support and other cross functional team teams to resolve client issues efficiently Share client feedback and recurring issues internally to help drive product and process improvements Participate in team meetings and training sessions to stay current on product updates and support techniques

Product Knowledge & Technical Skills

Develop and maintain a strong understanding of Voicebrook products and their common use cases Learn to effectively use support tools, CRM systems (e.g., Salesforce), and communication platforms Continuously improve technical troubleshooting skills to better assist clients

Other

Participate in cross-functional projects and perform other related duties as assigned

What We're Looking For

Required Qualifications

Bachelor's degree 2+ years helpdesk experience 1+ years in software/SaaS support Excellent documentation skills

Preferred Qualifications

Background in healthcare or healthcare IT Experience with software tools such as Salesforce, TaskRay, Google Suite, MS Office, Concur Basic security, networking, server, and desktop knowledge.

What We Offer

Competitive compensation with medical, dental, life, disability, and 401(k) 100% remote work, generous PTO, and parental leave (including volunteer time off) A transparent and people-first culture Opportunities for career growth and meaningful impact

Our BASIC Values

Balance

: I create harmony between my personal and professional life.

Accountability

: I act with integrity, fairness, and transparency.

Success

: I do whatever it takes to deliver client outcomes.

Interaction

: I foster collaboration and inclusion.

Change

: I embrace learning and adapt to thrive.
Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Professional development assistance Referral program Vision insurance
Education:

Bachelor's (Required)
Experience:

Help desk: 2 years (Required) SaaS: 1 year (Required)
Shift availability:

Day Shift (Required) Night Shift (Preferred)
Work Location: Remote