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Responsibilities
- Serve as primary contact for user inquiries.
- Build relationships with users, demonstrating empathy.
- Troubleshoot technical issues, identifying user errors.
- Escalate complex issues to engineering with details.
- Develop support documentation like FAQs and guides.
- Collaborate with product team for user feedback.
- Monitor support metrics for process improvement.
- Conduct user training sessions and create materials.
- Stay updated on product features for accurate support.
Requirements
- 3+ years in technical support or customer service.
- Experience with Jira or similar ticketing systems.
- Strong experience in clinical documentation improvement.
- Familiarity with healthcare information systems.
- Excellent communication skills for non-technical users.
- Strong empathy and patience in user interactions.
- Ability to learn and adapt to new technologies.
- Excellent time management in a remote environment.
- Proactive in identifying and resolving issues.
Benefits
- $70 to 100K salary plus equity.
- Medical/dental/vision benefits.
- 401k plan.
- Free One Medical membership.
- Parental leave.
- Remote-first work environment.
- Minimal bureaucracy in operations.
- Supportive team culture.
