Remote Technical Support Specialist

Summary

Join our team as a Technical Support Specialist and be responsible for troubleshooting complex customer cases. As a self-starter and owner, you will leverage your knowledge of technical tools, customers, and product to strive for the best possible outcome on every issue. You will work independently, manage multiple tasks at once, and collaborate effectively with internal teams and external vendors.

Requirements

• Manages time effectively and works independently, self-starter
• Detail oriented and able to manage multiple tasks at once
• Collaborates effectively with both customers and internal teams
• Empathetic in their approach to work, and passionate about the user experience we support
• Demonstrates strong written and verbal communication skills, professionalism
• Effectively ascertains when work requires escalation to leads or manager
• Bachelor’s degree or equivalent experience
• 1-2 years of experience in a customer service, customer-facing or healthcare environment
• 1 year of experience in a technical support role is recommended
• Familiarity with Salesforce, Jira & Looker platforms is recommended

Responsibilities

• [65%] Field customer issues which involve common application/technical troubleshooting including log analysis, routine escalations and vendor communication
• [15%] Collect pertinent information from customers and escalate cases when needed
• [10%] Mentor and assist with training for Senior Customer Support Specialists
• [10%] Assessing and addressing knowledge gaps by identifying and providing feedback as well as through building or suggesting articles or other SOPs
• Participate in weekly urgent shift rotation
• Participate in 2 to 3 weekend/holiday on-call rotations per year