1st Line Product Support Engineer

May 2

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Breakthrough discoveries to transform mental healthcare

NLP • Telehealth • Digital Therapeutics • Mental Health • Healthcare

51 - 200

Description

• Specific Respond promptly to customer inquiries regarding the product • Understand customer issues, reproduce them, and identify the root cause • Resolve minor product issues and escalate more complex issues to the appropriate teams • Document all customer interactions and product issues accurately and in detail Liaise with development and product management teams to identify and track product issues, and to identify trending issues • Provide timely feedback to customers on their issues and queries. • Train customers on how to use the product effectively. • Help in improving the product based on customer feedback and personal observations. • Follow up with customers to ensure their issues have been resolved and they are satisfied with the service • Technical curiosity - will have a vested interest in exploring our digital products; an early UAT indicator

Requirements

• A strong understanding of computers and common software applications (e.g., Microsoft Office, web browsers) • Excellent problem-solving and analytical skills • The ability to learn new technologies quickly • Exceptional communication and interpersonal skills • A customer-service oriented mindset with a focus on providing prompt and professional service • Proven experience as a Product Support Engineer or similar role in customer support • Strong knowledge of the product and ability to learn new technologies • Excellent problem-solving skills and ability to troubleshoot technical issues • Excellent communication skills, both written and verbal, with a skill for making complex concepts understandable • Ability to work under pressure and manage multiple issues simultaneously • Excellent interpersonal skills, with a focus on customer service • Familiarity with ticketing systems and remote support tools

Benefits

• Retirement Plan 401(K) • Paid Time Off: 20 Vacation days & 12 Public Holidays • A range of Medical Benefits • Work From Home • Annual Discretionary Bonus up to 10%