Hybrid Technical Support Specialist II

at TigerConnect

• Job title: Technical Support Specialist II
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: Associate's Degree
• Location requirements: Hybrid, Mexico City, Mexico

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