The Support Engineer will provide technical assistance, guidance, and training to end users and administrators of the company’s hardware and web-based video conferencing solutions.  This position will play a vital role in ensuring the best customer experience possible by supporting the hardware, infrastructure, and enterprise software platform that is bringing a revolutionary end-to-end telemedicine solution to the medical industry. You will be joining a best in class support team with a proven track record of delivering Awesome month over month (100% customer satisfaction and service level compliance).

Duties & Responsibilities

  • Provide exceptional client support (on-site in person, email, phone, video) to medical users and executives
  • Manage client relationships and be their go-to designated liaison and trusted advisor
  • Document bugs, issues, and feature requests using our internal tools and processes
  • Develop and maintain training materials used by hardware installation technicians
  • Develop and maintain knowledge base materials used by our contact center and users
  • Deliver on quarterly projects focused on improving customer and team experience
  • Provide after-hours support (“on call”) as part of the team’s rotating schedule
  • Perform other duties as assigned

Knowledge, Skills & Experience

  • Passionate team player with a proven record of collaboration and ownership
  • Customer advocate extraordinaire, critical thinker, and creative problem solver
  • 2-4 years of experience in customer service, client services, or technical support
  • Experience troubleshooting network infrastructure and videoconferencing hardware
  • Technically adept and able to diagnose SaaS mobile and web platform issues
  • Comfortable supporting mobile devices such as iPhone, iPad, and Android
  • Exceptional, professional, and concise written and verbal communication
  • Effective in using MS Office Suite products (outlook, word, powerpoint, excel, etc)
  • Bachelor’s degree from a regionally accredited institution

Preferred

  • Experience working in a SaaS company and supporting users
  • Enterprise wireless infrastructure knowledge and troubleshooting
  • Familiar with general health care terminology and health systems
  • Familiarity with collaboration video tools such as Cisco, Polycom, Vidyo, and Jabber, etc.
  • Ticket tracking software experience (Salesforce, Jira, etc)

 

Additional Information

The position is located in your HIPAA compliant home office and includes onsite visits to multiple customer locations: including but not limited to hospitals, clinics, business offices. The incumbent must be able to communicate with other individuals in person, via phone, video and through email.  The incumbent may be required to sit or stand for extended periods of time and the job requires the incumbent to use reasoning and judgment to address and solve business problems.  The incumbent must demonstrate manual dexterity in order to use common office equipment. Applicant may be required to lift up to 20 pounds on an occasional basis.  This position requires travel regionally and nationally approximately 75%.

 

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