Tier 1 Technical Support

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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