Lasso MD

Provide Tier 1 technical support, perform remote software installations, document and track issues, and conduct quality assurance testing for SaaS products. | Minimum 3 years technical support experience, remote PC troubleshooting and software installation skills, SaaS product configuration and testing experience, and strong English communication skills. | About PatientLoop PatientLoop (https://www.patientloop.com) is a marketing growth engine from LassoMD (https://www.lassomd.com) for dental practices that is built on a simple, yet profound, promise: to free dentists from the burdens of business management and marketing complexity. By partnering with patientloop.com, dentists gain the confidence to: • Focus on Patients: Spend more time chairside, delivering high-quality treatment and fostering crucial patient relationships. • Solve Clinical Problems: Direct their energy and expertise towards complex cases and continuous professional development, rather than administrative overhead or marketing struggles. • Achieve Sustainable Growth: Leverage our tools and expertise to ensure their practice is growing responsibly and profitably within their local community, securing a stable future for their business and team. patientloop.com is not just a software provider; but we are a dedicated partner in the growth and well-being of the independent dental practices to service their marketing needs and by providing data driven insights to marketing ROI, increase conversions through call coaching, and automated marketing tools. Lasso MD is headquartered in San Diego, CA with a global workforce working remotely at their preferred geographic location. The Opportunity We are seeking a highly motivated and experienced Technical Support and Quality Assurance Specialist to join our team, focusing on the needs of our growing client base. This role is based in Mexico and is critical for ensuring the smooth operation of our software for end-users, providing exceptional customer service, and maintaining the quality of our product features. This is a full-time position and you will be working remotely. Having experience working in a global remote team is a must have since we try to bring best practices in remote distributed work. Key Responsibilities The Technical Support and Quality Assurance Specialist will be responsible for a dual set of critical functions: Technical Support and Remote Installation • Provide Tier 1 technical support for PatientLoop customers, resolving issues related to software usage, integration, data and PC/network troubleshooting. • Manage and execute remote software installations and configurations of the PatientLoop application on customer systems. Experience doing software installs via Teamviewer, Anydesk or other equivalent software is a must have. • Document, track, and monitor technical problems and solutions in our support system. If you are a well organized individual who like to interact with customers, you will thrive in this role. • Communicate technical information clearly and professionally to both technical and non-technical users. When you find issues in the software it is important for you to be able to replicate the issue and report JIRA tickets to the software team to help resolve the issue promptly. • Ensure timely resolution of all technical support requests via phone, email, and zoom sessions. Quality Assurance (QA) • Perform software testing to replicate and confirm customer-reported bugs, leading to detailed and accurate defect reports for the development team. • Conduct proactive quality assurance on new and existing features before and after deployment, focusing on functionality and user experience. • Contribute to the continuous improvement of the product by identifying potential issues and suggesting enhancements. Qualifications and Requirements We are looking for a candidate who is not only technically proficient but also customer-focused and detail-oriented. Requirement Category Detail Experience Minimum of 3 years of experience in a dedicated Technical Support role Technical Skills Proven experience in remote support for PC troubleshooting and software installation Software Experience Hands-on experience with configuring and testing SaaS (Software as a Service) products Quality Assurance Prior experience in software testing and the ability to replicate complex customer issues Language Fluent in English (written and verbal communication is essential for supporting our customer base) Location Mexico is preferred and any other countries in Central and South America that can work in US timezone is welcome. Why Join PatientLoop? We offer a competitive compensation package, opportunities for professional growth, and the chance to make a real impact on healthcare technology. • Work with a dynamic and supportive global team. • Contribute to a product that truly improves marketing analytics for underserved dental practices so that they can better focus on patient care. • Opportunities for constantly learning and using AI tools to improve your process and your work. How to Apply If you meet the qualifications and are excited about this opportunity, please submit your resume and optionally a cover letter detailing your relevant experience to careers@lassomd.com We look forward to meeting energetic and passionate candidates who have great passion for software and customer support. PatientLoop is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.