ApplyLead Product Support Engineer
Posted about 4 hours agoViewed
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💎 Seniority level: Lead
📍 Location: United States
💸 Salary: 90000.0 - 115000.0 USD per year
🔍 Industry: SaaS
🏢 Company: Surgimate👥 11-50💰 over 2 years agoAppsHealth CareSchedulingSoftware
🗣️ Languages: English
🪄 Skills: SQLBusiness AnalysisProduct ManagementProject CoordinationAPI testingCommunication SkillsProblem SolvingAgile methodologiesRESTful APIsWritten communicationReportingTroubleshootingData visualizationTechnical supportData modelingSoftware EngineeringDebuggingCustomer supportCustomer SuccessSaaS
Requirements:
- Experience building technical support workflows, documentation and reporting.
- Experience working with API (required) and HL7, some coding skills a bonus.
- Ability to travel to customers and for team activities
Responsibilities:
- Own our technical support queue- efficiently troubleshoot and resolve all customer inquiries while upholding our customer centric values.
- Communicate with our users via ticketing system and phone.
- Innovate and improve technical support workflows and documentation to set us up for scale and a proactive approach to support.
- Act as liaison between Customer Experience and Engineering- escalating complex issues, building better workflows and identifying product improvements.
- Ensure we are upholding our SLA and reporting requirements to drive and exceed user satisfaction.
- Work with vendors (API/HL7) to troubleshoot and improve our technical efficiency.
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