REMOTE /PATIENT CARE – OPERATIONS /FULL-TIMEAPPLY FOR THIS JOBWe’re seeking a motivated Tier 1 Product Support Specialist to join our tight-knit team. Our business is saving lives, and we take our role in that seriously. You’ll be working with a team, supporting Grand Rounds employees and the world’s best physicians with the tools they need to deliver patient success. We are a fast growing company which means there are always new changes and challenges to solve. Our startup roots mean we favor solving problems from within and leveraging the knowledge and talents of our team. We don’t just expect our users to “turn it off and back on again;” we keep the teams we support productive and tools running smoothly by solving problems and not just addressing symptoms. If you’re interested in being challenged to solve new problems, not just fire-fighting repeat issues, you’ll be a great fit!
In your first 30 days, you will:
- Learn and understand the Patient Care Team workflow and daily interactions with our product
- Gain an understanding of the tools that we use for troubleshooting and begin diagnosing a variety of issues
- Learn our procedures for setup and configuration of our proprietary application and the tools used in providing care to our members
- Gain a deeper understanding of how our proprietary systems are integrated
In your first 60 days, you will:
- Assist with documenting product workflows and use-cases for our knowledge base
- Assist with provisioning for new hires
- Independently handle incoming Product Support tickets and resolutions
In your first 90 days, you will:
- Take an active role in managing the Product Support ticket queues
- Become part of the after-hours on-call support team on a rotating schedule
Responsibilities:
- Solve problems and provide scalable solutions to our desktop users
- Resolve issues for the Patient Care Team on our proprietary application
- Provide support to our Expert users on our proprietary application
- Track issues through a ticket queue and ensure prompt resolution
- Manage software tools for our Patient Care team
Qualifications:
- 1-2 years experience in a desktop support/help desk or similar support role
- Terrific deskside manner; and an ability to support users without alienating them
- Solid proficiency with Mac OSX required, some experience with Windows, and Ubuntu Linux preferred
- Understanding and familiarity with cloud based platforms: Google GSuite, Box, Jira, etc.
- Strong prioritization skills to ensure the highest levels of support to the business and each user
- Effective communication skills and the ability to translate “geek” to something that end users can easily understand both in conversation and in written format
- Ability to problem solve to determine and fix root-causes
- Experience working in a fast-paced, technical environment
- Ability to maintain flexible hours to provide support for US offices in multiple time-zones
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