Platform Technical Support Specialist
About the Role:
We’re looking for an exceptional Technical Support Specialist to join our team. We care deeply about making a difference in people’s lives and hope you do, too! We are looking for an individual who enjoys digging into technical issues, communicating and teaching others about tech-related processes, and learning on a daily basis.
Note: This role will be responsible for supporting our West Coast provider and client operational hours. Candidates located in PST are preferred.
Responsibilities
Own the ticket queue: triage and response to inbound support requests per internal ticket SLAs during West Coast provider and client operational hours (9AM-5PM PST)
Serve as the front-line support for our providers and/or clients
Manage Technical FAQ articles
Answer specific programmatic questions where possible
Troubleshoot specific software and hardware issues
Triage more complex questions or issues to the appropriate teams internally
Train new providers on the platform
Qualifications
Strong technical support background: support of users, applications and multiple systems
Excellent communication skills that are audience appropriate (will interface with multiple stakeholders such as Engineering, Providers, Clinical Operations, etc.)
Ticketing system expertise (i.e.. Zendesk, ServiceNow)
Adept at managing ticket queues, requester communications, ticket response SLAs
Ability to learn the platform in terms of overall architecture and expected functions
Skilled at troubleshooting issues remotely -- both hardware and platform-related
Adept at deciphering user-level experience issues vs. bugs within the platform
Jira-Atlassian exposure (or equivalent) to report issues, monitor releases, etc.
Preferred Qualifications
Basic understanding of SQL Server database (queries, tables, etc.)
Salesforce experience
Chromebook support knowledge
Sentry experience
Mixpanel experience