Help Desk Specialist - Healthcare SaaS

3 days ago

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Steer Health

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Description

• Steer Health is a high-growth startup redefining the health tech industry. • We are on a mission to make healthcare more accessible and efficient through innovative technology solutions. • We are looking for a Help desk specialist to provide technical support to Clients in an efficient and accurate manner. • You will be considered as the firm’s front liner and you will solve basic technical problems and provide support for all assigned areas. • The goal is to make sure that customer value is maintained to the standards set forth by the company. • Provide first level contact and convey resolutions to customer issues • Addressing tickets via Phone and Emails • Expert with Jira Ticketing Tool • Properly escalate unresolved queries to the next level of support • Track, route and redirect problems to correct resources • Update customer data and produce activity reports • Walk customers through problem solving process • Follow up with customers, provide feedback and see problems through to resolution • Utilise excellent customer service skills and exceed customers’ expectations • Ensure proper recording, documentation and closure • Recommended procedure modifications or improvements • Preserve and grow your knowledge of help desk procedures, products and services • Excellent in reporting and creating data visualization dashboards

Requirements

• Proven working experience in providing Help Desk support • Bachelor's degree or equivalent work experience • Minimum of 3 years of experience working in Helpdesk/Client facing roles • Proficient in Microsoft Office Suite (Word, PowerPoint, Excel) and Google Workspace (Docs, Sheets, Slides, Calendar). • Excellent organizational and time management skills. • Strong verbal and written communication skills. • Ability to multitask and prioritize in a fast-paced environment. • High level of discretion and confidentiality. • Strong problem-solving abilities. • Ability to work independently and collaboratively in a team. • Working knowledge of help desk Healthcare software, SaaS databases and remote control • Strong client-facing and communication skills • Advanced troubleshooting and multi-tasking skills • BS degree in Information Technology, Computer Science or equivalent