Technical Support Specialist

TigerConnect transforms healthcare with the industry's most widely adopted clinical collaboration platform - uniquely modernizing the way doctors, nurses, care teams, patients, and data connect. With solutions spanning care team communication, scheduling automation, alarm management and event notifications, nurse call, patient engagement and more, we accelerate productivity, reduce costs, and improve patient outcomes, safely and securely. More than 8,000 healthcare organizations trust us to deliver enterprise-ready solutions, making this possible with the right group of dedicated, thoughtful trailblazers. Today, private practice doctor's offices, small and large hospice centers, and some of the largest healthcare organizations in the United States rely on TigerConnect. We're a fun, hungry, smart, innovative group of eclectic people who are passionate about transforming the way clinical care teams work and communicate.
TigerConnect is seeking an experienced professional with exceptional global technical support skills to assist our enterprise clients. As a Technical Support Specialist, you will be providing T1 & T2 support aiming to surpass enterprise client expectations. You will act as a crucial communication bridge between TigerConnect, our enterprise clients, and internal teams, responsible for gathering information to address and troubleshoot reported issues, and for initiating support tickets. This position requires proactive initiative, excellent problem-solving abilities, outstanding process management skills, and proficiency in managing client relationships.
A good understanding of mobile technology platforms such as iOS and Android is highly beneficial, given their relevance to TigerConnect's products and services. Knowledge of Microsoft Active Directory and a thorough understanding of LDAP schema and customizations is highly beneficial.
What You'll Be Doing:

• Providing technical leadership during the post-sales process by assessing technical requirements for successful SaaS integrations
• Utilizing professional expertise and company objectives to creatively and effectively address complex issues
• Facilitating regular discussions with the Engineering team to ensure optimal workflow, system configurations, and to address pending issues and support cases
• Serving as a technical expert, efficiently evaluating new requests and making prompt, informed decisions
• Accurately documenting all client interactions within our CRM (SalesForce) in compliance with SLAs
• Diagnosing and resolving client issues using advanced problem-solving skills to prioritize, escalate, and track incidents to resolution under pressure
• Collaborating with QA to highlight bugs, request features, and complete User Acceptance Testing (UAT)
• Ensuring clear and timely communication regarding case status with clients, peers, and TigerConnect management
• Focusing on customer satisfaction, with a proven track record of managing relationships with global enterprise customers
• Supporting onsite implementations by providing technical expertise to guarantee successful project completion
• Reviewing technical documentation, including user guides, FAQs, and business requirements documents
• Engaging in quarterly reviews with enterprise clients to confirm that SLAs are consistently met

What You Bring:

• Necessary awareness of Active Directory / LDAP configuration
• Experience in Technical support high paced environments
• Understanding of the Software Development Life Cycle, with a focus on Agile methodology
• Preferred Engineering in Technology, or a related field, or equivalent work experience
• At least 3 years of experience in providing technical customer service within an enterprise client-facing environment
• Flexible schedule, including the willingness to work weekends as needed
• Effective communication and presentation skills, both verbally and in writing in English
• Familiarity with JIRA, Salesforce, and process management skills

Perks & Benefits We Offer:

• Join us in our prime office space in the heart of Mexico City's Reforma area; Our hybrid teams unite top talent from Mexico, the US, and beyond, offering flexibility and collaboration
• Enjoy our comprehensive benefits with excellent private medical, dental, vision, and life insurance coverage for you and your family
• Focus on your well-being through our wellness reimbursement program and company-wide wellness days (extra days off to rest and recharge)
• Take advantage of extra perks and benefits, including a savings fund, monthly teleworking allowance, grocery vouchers, and travel insurance
• In addition to the minimum days off required by law, our Flexible Time Off program gives you extra time to enjoy the things you love
• Join a mission-driven team committed to making a real impact in the world of healthcare

Our mission is to provide a healthcare communication solution that radically improves the way care is delivered. We've been recognized as one of the Best Places to Work in Los Angeles (2022), as well as on the list of Best Paying Companies (2022) with the Best Perks & Benefits (2022). We were also honored to be named to Inc. 5000's list of Fastest Growing Companies.
TigerConnect is an equal opportunity employer and values diversity at our company! We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.