Technical Support Representative

Summary

The job is for a tech-savvy Application Support/Technical Support Representative to work remotely for a US-based healthcare technology company. The role requires strong communication skills, technical acumen, and the ability to guide users through various aspects of their mobile application and backend administrative website.

Requirements

• A bachelor's degree in information technology or computer science or a related field is preferred
• Minimum of 2 years of experience in a customer support role, preferably in a technology or healthcare setting
• Experience with mobile applications and web-based administrative systems is essential
• Strong understanding of mobile and web technologies
• Familiarity with ticketing systems like Zendesk or similar customer support platforms
• Basic troubleshooting skills for common tech issues
• Knowledge of healthcare IT systems is a plus
• Excellent written and verbal communication skills in English
• Ability to explain complex technical concepts in simple, user-friendly terms
• Strong, active listening skills and ability to understand user needs
• Demonstrated ability to troubleshoot technical issues and provide clear, actionable solutions
• Analytical mindset to identify patterns in user issues and suggest improvements
• Strong empathy and patience in handling customer inquiries and complaints
• Ability to remain calm and professional in challenging situations
• Excellent ability to manage multiple tasks and prioritize effectively in a fast-paced environment
• Strong attention to detail and ability to maintain accurate records
• Ability to quickly grasp new concepts and apply them in daily work

Responsibilities

• Provide first-line support to consumers, patients, and doctors via email and ticketing systems like Zendesk
• Respond to inquiries promptly and professionally, ensuring high customer satisfaction
• Escalate complex issues to appropriate teams when necessary
• Assist users with logging in, resetting passwords, and other administrative tasks
• Troubleshoot common technical issues and provide clear, step-by-step solutions
• Collaborate with the technical team to resolve more complex problems
• Help users sign up, input data, run scans, view results, and connect with doctors through the mobile application
• Assist doctors with patient setup, scanning procedures, and result sharing via the administrative website
• Provide guidance on best practices for using the platform effectively
• Create and maintain user guides, FAQs, and other support documentation to help users navigate the application
• Regularly update the knowledge base with new information, features, and common issue resolutions
• Contribute to the development of training materials for new users and team members
• Gather and document user feedback on product features and usability
• Prepare regular reports on common issues, user satisfaction, and areas for improvement
• Collaborate with product development teams to enhance the user experience based on feedback
• Stay updated on product changes, new features, and industry trends
• Participate in regular training sessions to enhance product knowledge and customer service skills
• Suggest and implement process improvements to enhance the efficiency of the support team

Benefits

• Competitive Salary
• This is a full-time, long-term position
• The position is immediately available and requires entering into an independent contractor agreement with TLNT
• Work from home. Monday through Friday, 8 am to 5 pm (+/- 2 hour accepted) - PST