Technical Support Specialist assisting with technical issues of healthcare products and providing exemplary service. Join Capsa Healthcare in enhancing patient care and caregiver workflow.
About the role
- Technical Support Representative providing advanced technical support to customers experiencing complex issues. Mentoring junior support staff and resolving technical challenges in a call center environment.
Responsibilities
- Provide advanced technical support to customers who are experiencing complex technical issues with their products or services while delivering excellent customer service
- Identify and troubleshoot advanced technical problems, and provides timely and effective solutions to customers
- Communicate technical solutions to non-technical customers in a clear and concise manner
- Report system issues to leadership
- Document customer interactions and technical issues in a customer relationship management (CRM) system
- Provide feedback on product improvements and enhancements based on customer feedback and technical issues
- Create and update knowledge based articles, FAQs, and troubleshooting guides to help customers and junior support staff
- Manage escalations from junior support teams and ensuring that issues are resolved effectively and efficiently
- Serve as a mentor to other team members when needed
- Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
- Collaborate with other departments as needed to resolve customer issues
- Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
- Adhere to company policies and procedures
- Meet or exceed performance targets for related KPIs
- Perform other duties as assigned
Requirements
- 3 years experience in a technical support role, preferably in a call center environment
- Should have at least 1 year of experience as a networking admin or software development.
- Advanced knowledge of operating systems, including: Understanding SSH and the use of terminal commands
- Experience with Linux (server versions specifically)
- Strong asset: understanding Docker and how to deploy applications
- Plus: understanding of AI fine-tuning or AI inference
- At least 1 year of experience with Shell scripting, and SQL.
- Strong communication skills, both verbal and written
- Advanced technical troubleshooting skills in hardware, software, and/or network systems
- Proficiency in using computer applications and software
- Proficiency with observability tools, and ease with CRM tools
- Previous experience as a mentor preferred.
Benefits
- Competitive compensation
- Adherence to government-mandated benefits
- Retirement Savings Program with Company Matching
- Life Insurance
- HMO on day 1
- Paid time off + birthday leave
- Bonus and incentive plans
- Beautiful facility & Free Meals for onsite positions
- Opportunities for skills training and personal and professional development
- Experience infinite fun so you can have infinite growth.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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