You’re a technical support specialist who continuously strives to provide stellar service to customers. We’re EngagedMD and we have a patient journey application used by more than 3 million users nationwide and internationally since its launch, and we continue to see enormous growth and adoption from medical clinics across multiple markets. This is an exciting opportunity to join us in our mission to help carers carry on caring. You will have the opportunity to positively impact the service relationship we have with patients and clinic staff who utilize the EngagedMD platform.
This is a 3 month contract for an independent contractor, with the possibility of extension. Contractors are required to reside in the United States. The core hours for this role are typically 9-5 Eastern Standard Time, though supporting our international customers could require different hours in the future.
Responsibilities
- Work as a contractor with the ability to work up to 40 hours per week depending on the demands of the Customer Support team
- Provide first-class service including troubleshooting, issue resolution, bug escalation and data request fulfillment for key users, executives and patients
- Explain technical terms and concepts to a non-technical audience
- Support product implementation activities
- Work closely with Professional Services, Customer Success, and Engineering team members to provide a high-quality customer experience
- Support special projects as needed
Required Skills
- 3-5 years of relevant help desk experience and familiarity with healthcare, fertility, SaaS or start-ups preferred
- Experience with customer support and tracking tools e.g. Zendesk, JIRA, and Mailgun
- Experience with technical troubleshooting and the ability to translate findings into clear, actionable reports for engineering teams
- Familiarity with APIs, including understanding error codes and working with JSON
- Ability to read, interpret, and synthesize API documentation created by technical teams
- Superior written and verbal communication skills with the ability to build and maintain customer relationships
- Excellent organizational skills and the ability to manage multiple priorities
- Strong problem solving skills with the ability to analyze, determine the best approach, and solve challenging problems
Top Skills
What We Do
We help carers operate at the top of their licenses by automating up to 56 minutes of education and admin work per patient.
