Technical Support 1 at Ingenious Med, Inc. in Atlanta, Georgia

Job Description:

This role provides exceptional customer support for our web and mobile application users. Responsibilities include resolving customer inquiries, troubleshooting issues, maintaining product knowledge, and adhering to performance metrics. Requires strong communication, problem-solving, and technical skills. Experience in customer service is essential. Position involves a Monday-Friday shift with after-hours and weekend on-call rotation.

Key Responsibilities:

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  Customer Service
  • Respond to customer inquiries via phone, email, SMS, or chat. Provide solutions and support for product-related questions and issues with a strong focus on delivering an exceptional customer experience.
  
  


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  Issue Resolution
  • Troubleshoot and resolve application problems with our web and mobile-based platform.
  
  


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  Documentation
  • Record and track customer interactions and issues in Salesforce, ensuring accurate, detailed, and timely updates.
  
  


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  Product Knowledge
  • Maintain a strong understanding of our application platforms (Web, Mobile, Integrations) to effectively assist customers.
  
  


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  Shift and On Call Rotation
  • We are currently looking to fill the 10am-7pm ET shift, Monday-Friday. All analysts are required to participate in after-hours on-call shift rotation, which typically involves 4-5 shifts per month. This may include weekend and holiday coverage. Weekday on-call shifts are from 8 PM to 7 AM, followed by an 11 AM to 8 PM shift the next day. Weekend shifts are from 8 PM to 8 PM.
  
  


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  Customer Satisfaction and Metric Goals
  • Work performance is measured using qualitative and quantitative KPIs and targets.
  
  

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  Communication Skills
  
  
  • Strong verbal and written communication skills, with the ability to explain technical information clearly
  
  
  • Friendly and helpful demeanor
  
  
  
  


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  Problem-Solving
  • Troubleshooting skills and the ability to handle common customer issues
  
  


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  Customer Service
  • Previous experience in a customer service role is required
  
  


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  Team Player
  • Ability to work collaboratively with other team members and departments
  
  


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  Technical Aptitude
  • Comfortable with computer, mobile, and internet technology
  
  


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  Connectivity
  
  
  • Highspeed internet is required
    • Wired internet connection is recommended
    
    
  
  
  • Cellular Data
    
    
    • Hotspot is required as a backup to primary internet (provided)
    
    
    • Will need to use cell phone as means of connectivity during after-hours on call
    
    
    
    
  
  
  
  


• Education:
  
  
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  
  
  • Associate's degree in Information Technology with relevant work experience.
  
  
  • High school diploma or equivalent with relevant IT certifications (e.g., A+, CompTIA Network+).
  
  
  
  


• Experience:
  
  
  • Prior IT help desk internships or IT help desk experience required.
  
  
  • Familiarity with basic IT concepts and troubleshooting techniques
  
  
  • Strong problem-solving and communication skills
  
  
  • Strong customer service skills
  
  
  • Ability to learn new technologies quickly
  
  
  • Experience with healthcare IT systems is a plus