Andros ยท 1 day ago
Technical Product Support Specialist
United States
Full-time
Remote
Mid Level
$65K/yr - $70K/yr
3+ years exp
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Responsibilities
Solve client issues relative to the use of Andros products and solutions within our agreed upon SLA response times
Investigate and resolve escalated technical issues requiring in-depth analysis.
Partner with Engineering and Operation teams to address bugs, integrations, and advanced product challenges
Act as a primary point of contact for tier 2 escalations and owning the issues lifecycle from escalation to resolution
Conduct technical enablement sessions for clients and internal teams to ensure best practices are followed for product usage
Continuously update the knowledge base documentation in our internal LMS/ FAQs with resolutions for technical issues and recurring challenges
Translate complex technical concepts into clear, user-friendly documentation for clients and non-technical audiences
Identify new processes and workflows based on identified trends to improve operational efficiency and client outcomes
Provide feedback to the Product team on trends and technical issues to reduce recurrence
Develop and refine escalation workflows to optimize response times and resolution quality for complex client issues
Support incident response efforts by addressing technical aspects and documenting resolution steps
Partner with cross-functional teams to continuously refine technical workflows, ensuring alignment with client needs and organizational goals
Qualification
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Required
Solve client issues relative to the use of Andros products and solutions within our agreed upon SLA response times
Investigate and resolve escalated technical issues requiring in-depth analysis.
Partner with Engineering and Operation teams to address bugs, integrations, and advanced product challenges
Act as a primary point of contact for tier 2 escalations and owning the issues lifecycle from escalation to resolution
Conduct technical enablement sessions for clients and internal teams to ensure best practices are followed for product usage
Continuously update the knowledge base documentation in our internal LMS/ FAQs with resolutions for technical issues and recurring challenges
Translate complex technical concepts into clear, user-friendly documentation for clients and non-technical audiences
Identify new processes and workflows based on identified trends to improve operational efficiency and client outcomes
Provide feedback to the Product team on trends and technical issues to reduce recurrence
Develop and refine escalation workflows to optimize response times and resolution quality for complex client issues
Support incident response efforts by addressing technical aspects and documenting resolution steps
Partner with cross-functional teams to continuously refine technical workflows, ensuring alignment with client needs and organizational goals
Analytical Thinking: Break down complex technical problems into actionable steps.
Adaptability: Thrive in a fast-paced environment and adjust to changing priorities.
Resourcefulness: Independently research solutions to technical problems when necessary.
Problem Ownership: Take full accountability for resolving escalated issues.
Empathy: Understand and address client frustrations with patience and care.
Attention to Detail: Ensure accurate documentation and follow-through on tickets.
Cross-Team Communication: Clearly convey technical details to non-technical stakeholders
Preferred
3+ years in technical support, preferably in a SaaS or tech environment
Familiarity with APIs, integrations, or debugging tools
Experience working with Engineering teams to resolve technical issues
Strong written and verbal communication skills to articulate technical concepts
Proficiency in ticketing and CRM systems (e.g., Salesforce, Jira, Zendesk)
Familiarity with collaboration tools like Google Workspace, Slack, and Asana
Bonus: Familiarity with Markdown and version control systems like GitHub for documentation management.
Company
Andros
Andros is a health technology company that solves the multiple challenges healthcare organizations experience building, managing, and optimizing provider networks.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Alexander Daw
Chief Technology Officer
Jen Douglas
Chief Financial Officer
Recent News
BioSpace
2023-06-08
medgadget.com
2022-03-15
2022-02-03
Company data provided by crunchbase
