Bilingual Client Support Specialist

Position Overview

Prevounce Health is seeking a highly motivated, customer-focused Bilingual Client Support Specialist to provide exceptional support to our English- and Spanish-speaking patients, healthcare providers, and clients.

This position serves as a primary point of contact for customer inquiries, assisting with software navigation, medical device setup, technical troubleshooting, and general support needs. The Specialist will manage incoming support requests, resolve customer concerns, and collaborate with internal teams to ensure a positive and efficient customer experience.

The ideal candidate is an organized, adaptable problem-solver with excellent communication skills and a passion for helping others. This individual should be comfortable working in a fast-paced, technology-driven healthcare environment while maintaining a high standard of customer service.

Key Responsibilities

• Bilingual Customer Support: Provide professional, timely, and empathetic customer support in English and Spanish through phone, email, and live chat.
• Customer Issue Resolution: Respond to customer inquiries, troubleshoot concerns, and provide clear, effective solutions while ensuring a positive customer experience.
• Technical Assistance: Guide patients and healthcare professionals through medical device setup, software navigation, connectivity issues, and basic technical troubleshooting.
• Helpdesk Management: Manage and document incoming customer support requests using Zendesk, ensuring accurate records, timely follow-up, and efficient resolution.
• Device Support Coordination: Assist customers with device-related concerns and coordinate replacements, returns, or exchanges when necessary.
• Client Communication: Serve as a reliable point of contact for patients, clinical teams, and healthcare practices, providing guidance and support related to Prevounce's products and services.
• Customer Experience Improvement: Identify recurring customer concerns, support trends, and opportunities to improve service processes and customer satisfaction.
• Cross-Functional Collaboration: Partner with Client Success, Product, Engineering, and other internal teams to resolve complex customer issues and improve support workflows.
• Documentation & Reporting: Maintain accurate customer records, support tickets, and tracking information using Zendesk, Google Sheets, and other internal systems.
• Training & Education: Assist with customer training, software demonstrations, troubleshooting guides, and educational resources as needed.
• Quality & Compliance: Maintain confidentiality and protect sensitive patient information in accordance with HIPAA requirements and company policies.
• Perform other related duties as assigned based on organizational and operational needs.

Qualifications

• High school diploma or equivalent required.
• 4+ years of experience in customer service, customer support, helpdesk, or a related position, preferably within healthcare, technology, or a fast-paced environment.
• Full professional fluency in both English and Spanish, written and verbal, required.
• Strong customer service skills with the ability to communicate professionally, patiently, and effectively with diverse customer populations.
• Experience using customer support or ticketing platforms; Zendesk experience preferred.
• Comfortable troubleshooting basic technical issues, software platforms, and connected devices.
• Strong proficiency with Google Workspace, Microsoft Office, and spreadsheet applications.
• Excellent organizational skills, attention to detail, and ability to manage multiple priorities.
• Strong analytical and problem-solving skills with the ability to identify issues and recommend practical solutions.
• Ability to work independently while collaborating effectively with internal teams.
• Comfortable learning new technologies, processes, and software applications.
• Ability to thrive in a fast-paced, evolving, technology-driven environment.
• Ability to work Monday–Friday, 9:00 AM–5:00 PM Eastern Time, in a hybrid work environment based in Indianapolis, IN.
• Ability to maintain confidentiality and handle sensitive information in accordance with HIPAA guidelines.

Preferred Qualifications

• Previous customer support experience in healthcare, health technology, SaaS, or medical device services.
• Experience supporting patients, healthcare providers, or clinical staff.
• Familiarity with remote patient monitoring (RPM), chronic care management (CCM), or other healthcare technology services.
• Experience troubleshooting connected medical devices, cellular connectivity, or cloud-based software platforms.
• Experience identifying customer support trends and recommending process improvements.