Breakthrough

Customer Support

• Own the support ticket queue and resolve client issues involving software, logins, billing, and message delivery
• Investigate root causes using back-end logs and SQL queries
• Reproduce problems to distinguish defects from user error
• Conduct client calls to troubleshoot issues when needed
• Escalate confirmed defects, product decisions, or access-restricted issues to Product or engineering
• Write actionable bug reports with reproduction steps, expected versus actual behavior, and supporting evidence
• Own and maintain the Help Center with guides and short videos
• Identify ticket resolutions that should become self-service content
• Help implement and improve AI support tools using knowledge-base content
• Test AI responses and improve the underlying content
• Identify repeat questions and automate or streamline related work
• Protect healthcare client data and understand AI access limitations
• Build new client accounts, locations, and marketing funnels
• Handle contact list uploads, data entry, and self-serve setup support
• Provide Customer Success with technical answers, explanations, next steps, and client-call support
• Track open client-impacting bugs, Product priorities, expected fixes, and urgent issues
• Send weekly updates and keep Customer Success informed about Product priorities
• Flag client frustration, recurring issues, or cancellation risk to the CSM same day
• Coordinate client website builds by gathering access and domain details
• Present website drafts, consolidate feedback, and route revisions to the build team
• Track active website builds to prevent stalls
• Test new releases before clients see them and attempt to uncover defects

Explore Product Support Specialist at Breakthrough. Review requirements and application details.