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.

Position involves a Monday-Friday shift with after-hours and weekend on-call rotation. The successful candidate will work from our Atlanta, GA office.  This is not a remote or telecommute position. This role also involves occasional after-hours responsibilities for urgent support and release management.

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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  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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  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+).
  
  
  
  


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  Experience:
  
  
  • Prior technical customer service or IT help desk internship or experience a plus.
  
  
  • Strong problem-solving and communication skills
  
  
  • Strong customer service skills
  
  
  • Ability to learn new technologies quickly
  
  
  • Experience with healthcare IT systems is a plus