Customer Support Engineer
DeepHealth
๐Remote - Worldwide
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Job highlights
Summary
Join DeepHealth as a Customer Support Engineer and become a critical liaison between Sales, Professional Services, and Development teams. You will be responsible for resolving diverse customer issues, ensuring timely and dependable solutions. This role involves direct customer interaction, technical issue resolution, and collaboration with internal teams. You will contribute to process and product improvements through feedback and documentation. Success in this position requires strong communication, technical expertise, and experience in managing the entire support lifecycle. The position reports to the Senior Manager of Customer Support.
Requirements
- 2+ years of working experience in a similar role
- Experience writing support content
- Experienced in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand-off to the development team, and case resolution
- You're a natural communicator and delight in using those skills to help others, you love exploring new technologies and figuring things out the hard way and enjoy solving many small problems per day
- Experience in working inside a strong regulatory framework and disciplined about complex testing needs
- Experience being on-call and can jump into a complex situation and make sense of and communicate clearly to stakeholders what's going on
- Exceptional attention to detail in not only technical work but documentation and clear communication
- Ability to make well-reasoned trade-offs between velocity and quality, understanding when to work for higher quality and when to optimize for time-to-market
- Experience using support platforms such as ZenDesk and Salesforce
- Excellent spoken and written English
Responsibilities
- Represent DeepHealth as the first point of contact for customerโs technical requests
- Review and research customer issues to determine and provide the best resolution
- Develop and maintain technical expertise in assigned areas of product functionality and utilize it effectively to help customers
- Resolve customer issues efficiently and effectively
- Research, document, and escalate cases according to procedure
- Provide customer-driven feedback to functional areas in order to influence process/product improvements
- Author technical documents on common issues and solutions in order to build the knowledge base
Preferred Qualifications
Experience in the Healthcare industry is a plus
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