Senior Product Support Engineer providing advanced technical support for data infrastructure products. Collaborating with engineering teams to resolve customer escalations and improve platform performance.
About the role
- Technical Support Specialist II managing Tier 1 support tickets for healthcare collaboration platform TigerConnect. Handling customer inquiries and resolving technical issues through various communication channels.
Responsibilities
- Act as the first point of contact, responding to a high volume of support tickets via various communication channels that include email, phone and chat
- Exceed customer expectations by providing timely responses and creating a positive experience
- Get hands-on experience by owning support escalations & bugs - troubleshooting, gathering facts, and replicating issues before escalating to R&D
- Prioritize urgent requests by responding to them in adherence to our SLAs
- Assist customers with general support inquiries including, but not limited to, login, user management, messaging, and settings requests
- Maintain meticulous records of your troubleshooting efforts in Salesforce gaining practical experience with these platforms
- Contribute to the TigerConnect Community and knowledge base by authoring articles while resolving customers' technical issues
- Aim to become a Subject Matter Expert across all our advanced premium features and API integrations
- Take on special projects and additional duties as needed, providing variety in your role
Requirements
- Excellent customer service skills coupled with a professional, calm, and positive attitude
- 1-3 years of relevant experience
- Strong written and verbal communication skills - able to communicate effectively with both technical and non-technical customers
- Exceptional multitasking, organizational, and time management skills, with a keen attention to detail
- Must be a great listener that is truth seeking by researching, analyzing, and identifying solutions that result in complete customer satisfaction
- A proactive approach to problem-solving, backed by data and informed decisions
- Familiarity with API and webhook integrations, or a keen interest to learn
- Flexibility to work variable schedules as necessary
- A team-oriented mindset, with the flexibility to work independently and participate in an on-call rotation or weekend shifts as needed
Benefits
- Enjoy our comprehensive benefits with excellent private medical, dental, vision, and life insurance coverage for you and your family
- Focus on your well-being through our wellness reimbursement program and company-wide wellness days (extra days off to rest and recharge)
- Take advantage of extra perks and benefits, including a savings fund, monthly teleworking allowance , grocery vouchers, and travel insurance
- In addition to the minimum days off required by law, our Flexible Time Off program gives you extra time to enjoy the things you love
- Join a mission-driven team committed to making a real impact in the world of healthcare
Job title
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