Senior Customer Support Specialist

Zendesk expertise is central to this role. We are seeking a senior support professional who can manage complex EHR customer cases and improve Zendesk workflows and automations. 

Company Overview

MDLand International (MDLand) is a health information technology company providing cloud-based certified electronic health records, a data-driven population health platform, patient engagement, and emerging digital health solutions to practices and healthcare organizations.

About the Role

MDLand is seeking an experienced Senior Customer Support Specialist with deep knowledge of Zendesk and hands-on experience supporting EHR customers. You will manage complex customer cases, troubleshoot product and workflow questions, and serve as a Zendesk subject matter resource within the Customer Support team. The ideal candidate can work independently, communicate clearly with healthcare professionals, and identify practical ways to improve support operations.

Key Responsibilities

• Provide expert support to EHR customers by phone, online chat, email, and virtual meetings.
• Own complex customer cases from investigation through resolution, including clear documentation and timely follow-up.
• Troubleshoot EHR product, workflow, configuration, and technical questions and identify practical solutions.
• Use Zendesk to organize, prioritize, route, track, and document customer cases.
• Configure and optimize Zendesk workflows and automations, including triggers, macros, views, routing, ticket fields, and other case-management configurations.
• Identify recurring customer issues and opportunities to improve Zendesk automation, support workflows, knowledge content, and team efficiency.
• Partner with IT and product teams to escalate advanced cases with complete troubleshooting details and customer context.
• Share EHR and Zendesk knowledge with teammates and help less-experienced specialists address challenging cases.

Qualifications

• 4+ years of customer support, technical support, help desk, or related customer-facing experience, preferably supporting healthcare technology or SaaS products.
• Strong working knowledge of Zendesk Support and experience using Zendesk in a customer support environment.
• Hands-on experience with Zendesk workflows and automations, including triggers, macros, views, routing, ticket fields, and other case-management configurations.
• Demonstrated experience supporting EHR/EMR customers and handling a wide range of product, workflow, and technical questions.
• Ability to use Zendesk to manage complex customer cases and identify opportunities to improve support processes and team efficiency.
• Strong analytical, troubleshooting, prioritization, and case-management skills.
• Excellent written and verbal communication skills, including the ability to explain technical concepts clearly to healthcare professionals.
• Bachelor's degree in IT, Business, Communication, Healthcare, or a related field, or equivalent relevant experience.

Bonus Experience

• Experience supporting physician practices, clinics, or ambulatory healthcare organizations.
• Experience creating Zendesk reports, dashboards, or customer-facing knowledge content.
• Experience coaching or mentoring customer support specialists.
• Familiarity with healthcare interoperability or integration concepts.

What We Offer

• Competitive salary and benefits.
• The opportunity to help healthcare customers get more value from technology.