Senior Support Engineer dealing with complex technical inquiries while supporting the 2nd Level Support at Delegate Technology. Collaborating closely with the Core Products Team and analyzing system behavior.
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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