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Healthie · 2 days ago

Senior Technical Support Representative (Sun-Thurs)

United States

Full-time

Remote

Mid, Senior Level

$85K/yr - $93K/yr

5+ years exp

Healthie is a healthcare technology company looking for a Senior Technical Support Representative to provide exceptional product support to its customers. The role involves troubleshooting, documenting feature requests, and collaborating with the team to enhance customer experience, all while ensuring a human-led support approach.

Electronic Health Record (EHR)Enterprise SoftwareHealth CareNutritionSoftwareWellness

Diversity & Inclusion

No H1B

Responsibilities

Providing fast and painless customer support via email

Troubleshooting potential bugs

Documenting feature requests

Analyzing customer data

Helping customers get started with the product

Collaborating with the rest of the team to elevate the voice of the customer

Occasionally hopping on the phone to assist customers

Qualification

Customer support experienceTechnical troubleshootingHealthcare technology knowledgeHelp ScoutStripeSendgridMixpanelShortcutSumo LogicWriting skillsProblem-solving skillsSelf-directedOrganizational skillsCommunication skills

Required

5-8 years of experience working in similar customer-facing roles at a software as a service business

Fluent English speakers/writers

Excellent writing skills to take complex subjects and break them down using clear and simple language

Organized and self-directed, thriving in an independent work environment

Ability to ask good questions and embrace the chance to grow and get better

Great problem-solver with the ability to process and resolve issues quickly

Well-versed in the tools of the trade including Help Scout, Stripe, Sendgrid, Mixpanel, Shortcut, and Sumo Logic

Desire to be part of the support team for a while and excitement to sharpen skills in a customer-facing position

U.S. work authorization

Preferred

Bonus points if you've worked at a healthcare technology company

Consider yourself a full-spectrum generalist with a strong foundational understanding of single sign-on, billing and invoicing, modern browsers (plus developer tools), mobile operating systems, email deliverability, DNS records, and reading log files