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Technical Support Specialist (Tier 1)

TigerConnect
Jacksonville, FL
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

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.

Our TigerConnect Client Care team is seeking a service-oriented Technical SupportSpecialist to join us in revolutionizing Healthcare by enabling companies to operate more efficiently and effectively. We are looking for a Technical Support Engineer with excellent communication, organization, and technical skills to join our growing team! If you love helping others understand technical concepts and solutions, and have a knack for instilling confidence and calmness in others, you will be a perfect fit for this position.

Our Technical Support team provides support for enterprise companies in a variety of ways, including education, investigation, and technical troubleshooting. Work closely with our Professional Services team to onboard clients and Client Success Managers to provide a successful user experience with TigerConnect. You'll be an advocate for customers' needs – working together with our Product and Engineering teams on their behalf.

What You'll Be Doing:

  • Handling a high volume email, phone and chat inquiries primarily from external users as well as internal users in need of product support, handling multiple interactions at one time
  • Prioritizing urgent requests responding to them in adherence to our SLAs
  • Escalate issues, including writing well-researched bug tickets using Jira, to support our QA and Engineering teams to solve issues efficiently
  • Diligently gather all the facts, attempt to replicate an issue, and escalate to Tier 2 when appropriate
  • Assist clients with general support inquiries including but not limited to login and user management requests
  • Participate in User Acceptance Testing (UAT) of bug fixes, new features and product enhancements
  • Contribute to our TigerConnect Community by responding to questions from end users
  • Contribute to thoughtful projects that enhance the quality and efficiency of the Client Care team
  • Working cross functionally with our Product, Engineering, and Client Org teams to achieve clients’ desired end goals

What You Bring:

  • Experience supporting Active Directory/LDAP/SAML attributes, configurations and user management
  • Must be a great listener that is truth seeking by researching, analyzing, and identifying solutions that result in complete customer satisfaction
  • Proven record of delivering exceptional customer service while maintaining a professional, calm, and positive attitude to users with mixed levels of technology literacy
  • Excellent written, verbal, and interpersonal communication skills while having the ability to negotiate with customers in a courteous professional manner
  • Strong multitasking, organizational, and time management skills, with a focus on attention to detail
  • Assertiveness and perseverance when resolving client requests
  • Technology curious and analytical in nature; adept at troubleshooting and problem-solving
  • Flexibility to work variable schedules as necessary between 2 am - 5:30 pm PT and weekends from 8 am - 5 pm PT

It’s a Plus If You Have:

  • Bachelor’s degree and 2+ years experience or previous experience in a client and/or technical support role, ideally in a SaaS environment
  • Experience using Salesforce Service Cloud and Jira or similar technologies
  • Experience supporting applications on iOS and Android mobile devices

What TigerConnect Offers:

  • Remote-friendly with teams across the US and internationally, plus prime office space in one of the major tech ecosystems of California - Silicon Beach - complete with a loaded fridge and tons of other perks (think rock climbing wall, food trucks, yoga, happy hours & more)
  • Excellent Medical, Dental, and Vision insurance for you and your family plus a 401k match
  • Focus on mental and physical wellness through annual programs including reimbursements, company-wide wellness days, and volunteer opportunities
  • Mission-driven team members who love what they do and go the extra mile to help clients, support the company's rapid growth, and ultimately optimize healthcare workflows to allow for better patient care
  • LinkedIn Learning License for you to continue self-paced learning
  • Flexible time off policy for salaried employees with no limit on the number of days off

 

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.

 

TigerConnect Applicant and Employee Privacy Notice

Company Description
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 communication, patient engagement, scheduling, alarm notifications, nurse call, and more, TigerConnect accelerates productivity, reduces costs, and improves patient outcomes, safely and securely. Trusted by more than 7,000 healthcare organizations for user-friendly, yet enterprise-ready solutions, TigerConnect delivers 99.99% verifiable uptime for more than 10 million messages each day.

TigerConnect

Address

Jacksonville, FL
USA

Industry

Technology

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