Technical Support Help Desk

Primary Responsibilities:

• Consistently provide excellent customer service to ensure that our clients feel valued.
• As appropriate, troubleshoot in-house devices returned by clients.
• Carry out projects as assigned.
• Escalate technical issues as necessary to our Engineering, Product Management, and Support Services senior leaders to ensure a world class support experience regardless of the complexity of the issue.
• Where appropriate, edit and repurpose successful client issue resolution documentation for use on our online support portal as a reference for partners and clients.
• Ensure proper documentation, notification, escalation, tracking, and follow-up of all issues; process trouble tickets according to company methodology and capture root cause of device problems (both network and terminal application related) and software issues.
• Work directly with our healthcare clients, ISV partners and our internal teams to understand, troubleshoot, root cause, and resolve technical issues in a prompt, friendly and thorough manner.
• Master AxiaMed’s product capabilities and serve as a subject matter expert for our clients and partners.

Required Experience & Qualifications:

• Ability to speak and write clearly and accurately, particularly as it relates to technical concepts.
• 2+ years of technical customer support experience, preferably in a high-tech SaaS industry.
• Prior experience providing remote technical support and services.
• Fanatical commitment to customer success and knowledge of customer service principles and practices.
• Strong technical aptitude with a desire for continuous learning and improvement.
• Solid analytical skills and a demonstrated motivation to solve tough technical problems.
• Demonstrated ability to collaborate effectively and excel both in our internal team environment and with our clients.
• Experience with troubleshooting wired and wireless devices on a local area network.

Experience:

• Bilingual in English and French
• 5-9 years related experience

• Completion of a speed and accuracy data entry test
• Ability to enter data 7000+ key strokes per hour
• Ability to accurately document and record customer/client information
• Expert user of Microsoft Excel, Access and Word
• Verbal and written communication skills, attention to detail, and time management skills
• Skills & Competencies:

Attributes:

• Sense of urgency
• Listening, understanding and responding
• Information seeking