Ingenious Med
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:
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.
Issue Resolution
Troubleshoot and resolve application problems with our web and mobile-based platform.
Documentation
Record and track customer interactions and issues in Salesforce, ensuring accurate, detailed, and timely updates.
Product Knowledge
Maintain a strong understanding of our application platforms (Web, Mobile, Integrations) to effectively assist customers.
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.
Customer Satisfaction and Metric Goals
Work performance is measured using qualitative and quantitative KPIs and targets.
Communication Skills
Strong verbal and written communication skills, with the ability to explain technical information clearly Friendly and helpful demeanor
Problem-Solving
Troubleshooting skills and the ability to handle common customer issues
Customer Service
Previous experience in a customer service role is required
Team Player
Ability to work collaboratively with other team members and departments
Technical Aptitude
Comfortable with computer, mobile, and internet technology
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
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.
Issue Resolution
Troubleshoot and resolve application problems with our web and mobile-based platform.
Documentation
Record and track customer interactions and issues in Salesforce, ensuring accurate, detailed, and timely updates.
Product Knowledge
Maintain a strong understanding of our application platforms (Web, Mobile, Integrations) to effectively assist customers.
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.
Customer Satisfaction and Metric Goals
Work performance is measured using qualitative and quantitative KPIs and targets.
Communication Skills
Strong verbal and written communication skills, with the ability to explain technical information clearly Friendly and helpful demeanor
Problem-Solving
Troubleshooting skills and the ability to handle common customer issues
Customer Service
Previous experience in a customer service role is required
Team Player
Ability to work collaboratively with other team members and departments
Technical Aptitude
Comfortable with computer, mobile, and internet technology
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