
Senior Technical Support Engineer
3 weeks ago
About Our Client
This company is an AI-driven healthcare platform that uses predictive analytics to transform medical data into actionable insights, helping healthcare professionals streamline workflows and improve patient care efficiency.
Job Description
- Serve as the first point of contact for customers, providing exceptional support and troubleshooting assistance.
- Work closely with Product, Engineering, and Sales teams to ensure customer satisfaction and enhance the platform.
- Utilize strong communication and technical troubleshooting skills to improve customer experience in a fast-paced environment.
- Provide world-class customer support via email, chat, and video calls to a global customer base.
- Troubleshoot technical issues and deliver fast, effective solutions to ensure customer success.
- Collaborate with internal teams to address customer pain points and drive platform improvements.
- Maintain and update support documentation and knowledge bases for both internal and external use.
- Advocate for customer needs by providing valuable feedback to improve platform functionality and services.
The Successful Applicant
- At least 5+ years of technical support experience in the SaaS or technology industry.
- Exceptional English communication skills, both written and verbal.
- Proficient in using support tools like Intercom and other relevant software.
- Strong technical aptitude for troubleshooting and resolving customer issues.
- Knowledge of APIs, technical integrations, JSON structure, and basic coding skills.
- Ability to work autonomously in a fast-paced, remote environment.
- Passion for building trust and strong relationships with customers at all levels.
- Flexible to work US hours, including shifting schedules and weekends, to meet customer needs.
What's on Offer
- Fully Remote Work Set-Up
- Competitive salary.
- Be part of the pioneering/founding team member of the company.
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