Tier 1 Technical Support
October 1
Description
• As a Technical Support Analyst you will be a trusted advisor to healthcare organizations and their patients, helping them overcome technology obstacles with their telemedicine offering. • You will be responsible for reviewing, analyzing, and monitoring video connectivity and performance, preventing network and technical issues, and intervening in real-time to resolve technical breakdowns. • In addition, you'll need to collaborate with multiple departments to ensure product reliability and stability and innovate business practices that strengthen our quality assurance and issue resolution processes. • You will also track and report metrics, adjusting strategy and tactics based on your analysis of outcomes. • As a Technical Support Analyst you will ensure that our customers successfully connect to their patients through the eVisit platform.
Requirements
• Answer customer phone calls, respond to communications, and resolve common technical issues, business questions, and other concerns • Manage support ticket system ensuring that eVisit customers do not have any technical obstacles or blockers • Manage customer business relationships by solving technical issues and escalating tickets accordingly • Coach customers to be product experts, technically competent, and train them on the eVisit platform so they become increasingly self-sufficient • Work cross-functionally to troubleshoot, escalate, and resolve technical issues Lead and assist with various data quality projects
Benefits
• Competitive salary • Great benefits package including medical, dental, vision, HSA & FSA plans • 401(k) • Generous PTO plan, plus 12 paid national holidays • Fun, collaborative environment where the company is working to define the future of telemedicine • Excellent opportunity for professional growth
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