Technical Support Analyst Jobs

About Us
PatientIQ is a fast-growing health tech company empowering healthcare providers, industry, researchers, and others to collaborate on the mission to improve patient outcomes. PatientIQ is headquartered in Chicago and backed by top-tier west coast venture capital, major hospital investors, and others.
About The Role
We are seeking a skilled and customer-oriented Technical Support Analyst to join PatientIQ’s Support Team. The Technical Support Analyst will be responsible for providing technical assistance and support to our customers, resolving software-related issues, and ensuring customer satisfaction. The ideal candidate should possess excellent organization and problem-solving skills, have a strong technical background, and be able to communicate effectively with customers.
Responsibilities

• Create and maintain knowledge base articles, FAQs, and troubleshooting guides for customers.
• Collaborate with the development and product teams to escalate and resolve complex technical issues.
• Conduct thorough research to understand and replicate customer-reported issues in a controlled environment.
• Provide timely and effective technical support to customers via email, virtual meeting and/or chat, ensuring a high level of customer satisfaction.
• Assist in testing and evaluating new software releases to identify and report potential issues.
• Diagnose and troubleshoot PatientIQ issues reported by customers and offer appropriate solutions. Escalate issues to the appropriate teams, when necessary.
• Document and track customer inquiries, issues, and resolutions in our support ticketing system in HubSpot.
• Stay up-to-date with the latest industry trends and technologies to provide accurate and relevant technical assistance to customers.
• Provide training and guidance to customers on using software features effectively.
• Collaborate with cross-functional teams to identify and implement process improvements to enhance customer support experience.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Excellent problem-solving and analytical skills with a keen attention to detail.
• Proven work experience as a Technical Support Analyst or in a similar customer-facing role.
• Strong technical background with proficiency in troubleshooting software issues.
• Experience with support ticketing systems and customer relationship management (CRM) software.
• Ability to work well in a fast-paced and dynamic environment, managing multiple priorities.
• Customer-focused mindset with a strong commitment to delivering high-quality service.
• Exceptional communication and interpersonal skills with the ability to explain technical concepts to non-technical users effectively.
• Familiarity with software development and programming languages (Sequel, JSON, etc.).

Benefits
PatientIQ was recently selected as one of the top 50 "Best Small Companies to Work For in Chicago" and we pride ourselves on our team culture and shared passion for working together to solve meaningful problems in health care to improve patient lives. Check out a few of our benefits below:

• Fast Growing - we are building the largest platform for healthcare providers, industry partners, researchers, and others to collaborate on the mission to improve patient outcomes.
• True Idea Meritocracy - great ideas win out. We encourage all team members to challenge the status quo because our mission demands this.
• Flexible Time Off - we trust you to take the time you need when you feel it is appropriate, given your workload and responsibilities. No need to track it or save up.
• Great Benefits - top-notch health, dental and vision insurance. Additional perks available including 401K.
• World-Class Team - we’re at the top of our industry because of our employees. They’re the best investment we can make, and we never forget that.
• We are Mission Driven - our team is motivated to solve complex problems, drive medicine forward, and ultimately improve patient outcomes.

Attention job seekers,
We want to clarify that the only @email addresses we use are @patientiq.io. If you receive emails from any other domain (including .us), please assume they are fraudulent and do not respond to them.
We conduct interviews exclusively through our official email addresses and video conferencing platforms. We do not request funds or personal information from candidates, nor do we send any checks.
If you believe you have been contacted by someone posing as PatientIQ, please forward the message to [email protected] for verification before taking any further action.
Thank you