About the Role

The Technical Support Coordinator is responsible for handling complex frontline troubleshooting and triaging product escalations. This role ensures that agents receive real-time coaching while also serving as an escalation point for advanced troubleshooting.

As the primary point of contact for agents' with escalated customer issues, this role ensures technical issues are resolved efficiently and effectively. The Coordinator troubleshoots and resolves escalated technical issues related to the company’s products and services. When necessary, triage complex cases to engineering. While providing clear and thorough documentation.

Additionally, this role collaborates with internal teams, including Product and Engineering, to report recurring issues and recommend system improvements. Success in this position requires strong communication skills, problem-solving abilities, and a customer-first mindset.

Your Area of Focus

• Troubleshoot and resolve frontline technical issues by working directly with agents and customers to assist with ensuring effective solutions in real-time.
• Escalate unresolved issues by creating detailed JIRA tickets, ensuring all necessary information is accurately documented.
• Communicate with customers and frontline agents through CRM (Salesforce) providing proactive updates on ticket status and resolution progress.
• Maintain detailed and organized case documentation to ensure visibility, efficiency and accountability in issue resolution.
• Collaborate with internal teams (e.g., Support, Engineering, and Product) to identify trends, report recurring issues, and contribute to process improvements.
• Act as a liaison between departments, ensuring effective communication and swift issue resolution.
• Utilize internal knowledge bases and resources to enhance troubleshooting effectiveness and minimize escalations.
• Provide billing support to healthcare providers, billers, and administrative teams via phone, email, and chat.
• Resolve technical issues regarding billing, claims processing, utilizing features effectively, and payment issues within the platform.
• Provide feedback to improve internal operating procedures, customer help articles and troubleshooting guides.
• Stay up to date with company products, services, and system updates to provide accurate and informed technical support.
• Assist with highly complex, escalated support tickets, providing direct customer support as needed.
• Track and manage internal communications effectively, ensuring timely responses and follow-ups.
• Adhere to KPIs by maintaining response and resolution times ensuring efficient case management and meeting SLA requirements.
• Maintain clear, consistent, and professional communication across cases and internal communication channels, providing updates and ensuring follow-up on escalated issues.
• Handle case management and JIRA ticket management, ensuring all relevant information is documented accurately and tickets are tracked through resolution.
• Manage and track cases and JIRA tickets, ensuring all relevant details are documented accurately and properly followed through to resolution.

Your Professional Qualifications

• Minimum of 3 years of technical support or related field, preferably in a SaaS or software support environment.
• Strong problem-solving and technical troubleshooting skills with the ability to identify and resolve technical issues independently.
• Proficiency in using JIRA, Confluence, and Salesforce (or similar tools) to track, manage, and escalate issues.
• Demonstrated ability to identify root causes and resolve problems effectively, even with limited information or guidance.
• Experience mentoring or coaching other agents to enhance troubleshooting skills and customer interactions.
• Experience in training agents and creating process improvement initiatives.
• Excellent written and verbal communication skills, ensuring clear and concise updates for internal teams.
• Billing company experience is preferred.
• Customer-first mindset with a strong desire to help and resolve issues quickly and efficiently.
• Ability to work collaboratively within a cross-functional team environment, ensuring smooth handoffs.
• Familiarity with Tebra software products, or the ability to quickly learn and apply knowledge.
• Experience in Medical Billing or Healthcare industry.
• Understanding of medical billing workflows, insurance claims submissions, and payment processing.
• Familiarity with CPT, ICD-10, HCPCS codes, medical terminology and denial management is a plus.
• Understanding of claims submission and payer communications, including EDI enrollment process.
• Knowledge of CMS forms, payer policies, and the US Payer landscape preferred.
• Experience using troubleshooting tools such as Chrome DevTools, Postman, or SoapUI desired.
• Strong attention to detail in documenting customer cases, troubleshooting steps, and technical resolutions.
• Deep understanding of third-party software integrations with Tebra (e.g., Mandrill, Twilio).
• Experience with incident management, and ticketing systems, with a solid understanding of escalation protocols.
• Ability to prioritize and manage multiple tasks in a fast-paced environment while maintaining quality support.
• Adaptability to evolving business needs and a willingness to learn and implement new processes.
• A proactive positive attitude with a focus on continuous improvement and team collaboration.

About Tebra

Tebra was formed by the merger of Kareo and PatientPop, becoming the digital backbone for practice well-being. While we continue to support both products, our new and current employees are united as Team Tebra.

Our mission is to unlock better healthcare by helping independent practices deliver modernized care to patients everywhere. Over 100,000 providers trust Tebra to enhance patient experiences and grow their practices. Together, we’re building the future of well-being, starting with compassion and humanity today.

Our Values

Start with the Customer

We get to know our customers - and their patients - and look at the world through their lens.

Keep It Simple

Healthcare is too complex. We aim to simplify it for everyone.

Stay Entrepreneurial

We reject the status quo and solve problems with creativity, perseverance, and a bias to action.

Better Together

We are diverse, humble, and collaborative. We put the team first and win together.

Celebrate Success

Life is short and joy is underrated. We take time to have fun and celebrate success.

Perks & Benefits

In addition to our healthcare benefits, we also offer amazing perks! Need work from home basics? We offer a discount through Dell! We also offer a number of resources to help you keep your mind and body healthy. Check out obe Fitness or Gympass for a great workout, or LifeWorks Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences.

#LI-SS1 #LI-Remote