Help Desk & Support Specialist

About The Role

We're looking for a Help Desk & Support Specialist to be the front line of support for our healthcare customers. You'll handle incoming support tickets, troubleshoot issues, guide users through the platform, and ensure every interaction leaves the customer feeling heard and helped. TERP serves therapy organizations that use it daily for scheduling, patient management, billing, and clinical documentation. When something isn't working, their day stops. You'll be the person who gets them back on track — quickly, clearly, and with genuine care. You'll work primarily through our built-in support system, responding to tickets, categorizing issues, escalating bugs to engineering, and building a knowledge base of common solutions. Over time, you'll develop deep product expertise and become a go-to resource for both customers and internal teams. This role is perfect for someone early in their career who's empathetic, a fast learner, detail-oriented, and excited about working in healthtech. You'll gain exposure to every part of the product and have a clear growth path into Customer Success, Product, or QA.

Requirements

• 1+ years of experience in customer support, help desk, or a client-facing technical role
• Fluent Hebrew (native level) and strong English communication skills
• Excellent written communication — you can explain technical concepts clearly to non-technical users
• Strong problem-solving skills — you enjoy figuring out why something isn't working
• Comfort with SaaS products and web applications — you pick up new software quickly
• Patience and empathy — you understand that behind every ticket is a person having a frustrating moment
  
  

• Experience with ticketing systems (Zendesk, Freshdesk, Intercom, or similar)
• Basic technical understanding — SQL, browser dev tools, API basics
• Experience in healthcare, therapy, or education sectors
• Experience creating help documentation, FAQs, or knowledge base articles
• Familiarity with SLA-based support workflows
  
  

• Competitive salary
• Hybrid work model — Holon office + remote flexibility
• Flexible working hours
• Comprehensive health insurance
• Clear career growth path into Customer Success, Product, or QA
• Mentorship from experienced team members