Note: The job is a remote job and is open to candidates in USA. Sycle is a global SaaS company providing practice management software for audiology and hearing care providers. The Bilingual Technical Support Representative supports customers using the Sycle platform by troubleshooting technical, connectivity, browser, integration, billing, and insurance issues, while providing training and documenting escalations.
Responsibilities
- Understand Sycle platform functionality and communicate technical steps succinctly to non-technical users
- Perform root-cause analysis on software "odd behaviors," network connectivity failures, and browser environment conflicts
- Provide browser support, troubleshoot software integration syncs, and investigate system error logs
- Assist users with basic training, platform navigation, and technical environment setup
- Manage, document, and track customer interactions and internal Jira support tickets with clear evidence (logs, screenshots, testing steps)
- Identify problematic workflows and report core functionality suggestions or software defects to engineering
- Escalate complex technical or insurance issues in a timely, well-documented manner
Skills
- **Language Requirement:** Native or full professional fluency in both **English and Spanish** (written and verbal) is required
- This is a fully remote position paying **$20–$23/hour** requiring the applicant to work from home in one of the following states: **AL, CA, CO, FL, IL, MN, NV, OR, TX, or UT**
- Candidates must be able to work an 8-hour shift scheduled within core operating hours between **6:00 AM and 4:00 PM PST**
- * **Customer Focused:** Serve as the frontline voice for Sycle customers, managing inbound phone calls and emails to help them maximize the software's value
- * **Bilingual Communication Skills:** Exceptional ability to actively listen and communicate technical and billing concepts clearly and empathetically in both English and Spanish
- * **Technical Detective Mindset:** Proactively take the lead in identifying the root cause of complex technical issues—from browser conflicts and sync errors to deep infrastructure and network disruptions
- * **Learning Ability & Teamwork:** Ability to quickly master our core software, ancillary products, and technical diagnostic tools while partnering well with internal teams like Customer Service and Marketing
- * **Language:** Professional fluency in **Spanish and English** (required)
- * **Technical & Infrastructure Diagnostics:** Strong diagnostic skills, including checking connectivity via trace routes, analyzing system/sync error logs, and troubleshooting SFTP
- * **Browser & OS Environment Management:** Proficiency in optimizing Windows, macOS, and a variety of browsers (Chrome, Edge, Safari) for SaaS performance, including clearing cache, setting file associations, and managing plugins/pop-up exceptions
- * **Systems Literacy:** Experience navigating various CRM, EMR, or EHR databases (e.g., HubSpot, Jira, Confluence) and understanding basic data flows between systems
- * **Fluency in English and Spanish (required)
- * **2–3+ years** of experience in a technical helpdesk or SaaS support role
- * Proven root-cause analysis and problem-solving skills in software or network environments
- * Strong verbal and written communication skills with a customer-centric attitude
- * High energy, self-motivated, and comfortable working independently in a remote environment
- * Basic knowledge of SQL, APIs and datafeeds
- * Advanced experience with medical claim rejection diagnosis or clearinghouses (e.g., Waystar, Optum Intelligent EDI, Claim MD)
- * Medical billing certifications (AAPC, CPB)
- * Experience handling account maintenance (clinic additions, billing updates, subscription renewals)
- * Prior experience in an audiology, ENT, or medical clinic setting
- * **Medical Billing & Claims (Foundational):** Familiarity with medical terminology, billing principles, and standard coding structures (CPT, HCPCS, ICD-10)
Benefits
- Fully remote position
- Internet subsidy
- Sycle’s benefits plan
Company Overview