As a Technical Support Advisor you will be a trusted advisor to healthcare organizations and their patients, helping them overcome technology obstacles with their telemedicine offering.
As a Technical Support advisor, you will ensure that our customers successfully connect to their patients through the eVisit platform. To enable this, you will be responsible for reviewing, analyzing, and monitoring audio/video connectivity and network performance data, and intervening in real-time to resolve technical issues.
The Advisor should be able to provide prompt, reliable, and accurate information to internal and external customers. They should maintain effective communications during telephone, email, and live chat conversations by adjusting to the pace and technical level of the customer. The Advisor will be responsible for ensuring total issue resolution in a timely manner, while maintaining the highest level of support quality possible for each individual situation.
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.
- Manage support ticket systems, ensuring that eVisit customers do not have any technical obstacles or blockers
- Manage customer business relationships by solving technical issues and escalating tickets accordingly
- Answer customer phone calls and respond to email and live chat communications to resolve common technical issues, business questions, and other concerns
- Identify, Validate, and Escalate potential bugs in the eVisit software
- Work cross-functionally to troubleshoot, escalate, and resolve technical issues, including managing cross-functional efforts for escalated issues and customer requests
- Engage customers to ensure successful use of the eVisit platform
- Provide first-line support and investigations of product and integrations issues, internal and external
- Master multiple customer and internal workflows
- Lead and assist with various Customer Success projects
Minimum Qualifications:
- Excellent written and verbal communication skills
- 1 year of experience in a Technical Support role
- Advanced analytical and problem-solving skills
- Ability to analyze complex sets of data
- Ability to handle multiple tasks, set priorities, and meet deadlines
- Strong interpersonal and relationship-building skills
- Strong note-taking and documentation skills
- Self-starter and detail-oriented
- Ability to quickly learn new products
- 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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