About the Role
This position involves providing timely technical support to customers, troubleshooting product issues, and contributing to knowledge base improvements based on user feedback.
Responsibilities
- Respond to customer inquiries about product functionality and performance
- Diagnose and resolve technical problems reported by users
- Guide customers through setup and configuration processes
- Document support cases with accurate and detailed information
- Escalate complex technical issues to engineering teams
- Maintain up-to-date knowledge of product updates and changes
- Assist in identifying recurring issues and suggest solutions
- Communicate resolution steps clearly to non-technical users
- Follow support protocols to ensure consistent service quality
- Track support metrics such as response time and resolution rate
- Participate in training sessions for new product features
- Collaborate with product teams to relay customer feedback
- Contribute to improving help documentation and FAQs
- Support internal teams with product-related questions
- Ensure compliance with data privacy and security standards
- Use support tools to manage and prioritize incoming requests
- Provide after-hours support on a rotating schedule
- Monitor customer satisfaction following support interactions
- Identify opportunities to improve support workflows
- Stay informed about industry regulations affecting product use
Compensation
Competitive salary with benefits
Work Arrangement
Hybrid work model
Team
Collaborative team environment within a healthcare technology organization
About the Team
This role is embedded within a dedicated support unit that works closely with engineering, product management, and customer success teams to ensure seamless user experiences.
Growth Opportunities
Team members have clear pathways for advancement into senior support roles, quality assurance, or transition into product-focused positions.
Available for qualified candidates
