Technical Support Specialist
New
V
VitalizeHealthcare Software
Remote- East Coast, 8AM Eastern timeFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3-7+ years
- Required Skills
- SQLData AnalysisSalesforceDocumentationZendesk
Requirements
- 3-7+ years of experience in a support capacity focusing on escalated issues and technical troubleshooting.
- Proven track record of contributing to performance metrics such as CSAT and response times.
- Exceptional problem-solving skills including ability to query data and review product logs.
- Ability to influence and collaborate with cross-functional partners like Engineering and Product.
- Proven experience owning projects focused on optimizing support processes and workflows.
- Excellent written and verbal communication skills with the ability to distill complex technical information.
- Experience creating and refining documentation for user self-service.
- High level of autonomy and ability to navigate ambiguous situations.
- Strong organizational skills for managing multiple tasks in a fast-paced environment.
Responsibilities
- Serve as the first point of escalation for go-to-market teams to troubleshoot and resolve complex technical user problems.
- Collaborate with Engineering, Product, and Operations teams to diagnose issues and ensure customer feedback informs product improvements.
- Optimize key performance metrics including CSAT, First Response Time, and First Contact Resolution Rate.
- Develop and implement an AI-augmented support strategy.
- Create and refine internal and external self-service documentation to empower users.
- Contribute to feedback loops to improve both product quality and overall support workflows.
- Strategically scale support operations to maintain high service standards as the company grows.
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