About Us
Helpware is a technology-driven company with a global presence across several countries, including the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines. We specialize in offering top-notch Customer Experience and Operational Support to modern businesses. Our team of experts is committed to delivering exceptional services to our partners, leveraging our skilled teams, cutting-edge solutions, and advanced technologies to provide the highest value.
Position Overview
Our client connects patients, doctors, and developers to accelerate healthcare innovation. As an Advanced Technical Support, you will deliver world-class support to our customers.
Primary Responsibilities:- Be the Electronic Health Record (EHR) integration expert and monitor sync stability for customers and partners
- Find the root cause of a customer’s issue, map the issue to the associated area of the product, and provide reproducible steps to engineering teams
- Be a resource - you will provide cross-functional front-line team members with support in resolving customer issues, translating technical concepts into a more digestible manner, and expanding internal knowledge
- the voice of the customer - listen, understand the root of the customer’s problem, and use data to analyze feedback and improve how we work
- Share knowledge by documenting and training cross-functional teams
- 2 or more years of experience working in a fast-paced SaaS environment
- An excellent understanding of SQL queries and databases
- Familiarity with debugging browser issues using developer tools /Javascript console
- Working knowledge of Python, Ruby and familiarity of AWS
- A deep understanding of both physical and virtual server infrastructures, including virtual machines.
- Familiarity with troubleshooting in Windows and IT Infrastructure experience is a plus
- Experience with Jira, Confluence, or other defect-tracking software and CRMs such as Salesforce are a plus
- Ability to thrive without a playbook and adapt to a dynamic product
- Strong bias to action - we are growing fast and there is no time to waste
- Strong written and verbal communication skills in the English language
Top Skills
What We Do
Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better. With Helpware, we are all a team and family, and you'll see that true difference when partnering with us.
Helpware builds customized teams in Customer Service and Back Office for industry-leading startups and modern companies. With offices in California, Colorado, Kentucky, Ukraine, Philippines, Germany, and Mexico, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients.
Helpware has grown over the years, initially catering to startup client partners, and has now evolved into creating client partnerships with large enterprises as well.
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