Technical Support Representative
August 22
Description
• Provide first-line support to consumers, patients, and doctors via email and ticketing systems. • 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. • Regularly update the knowledge base with new information, features, and common issue resolutions. • Gather and document user feedback on product features and usability. • Prepare regular reports on common issues, user satisfaction, and areas for improvement. • 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.
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.
Benefits
• Competitive Salary • This is a full-time, long-term position. • Immediately available with independent contractor agreement. • Work from home Monday through Friday, 8 am to 5 pm (+/- 2 hour accepted) - PST. • Additional perks.
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