Senior Technical Support Engineer

3 weeks ago

Mabalacat, Central Luzon, Philippines Michael Page Full time

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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