Technical Support Engineer

2 months ago

Boca Raton, United States ModMed Full time

At Modernizing Medicine, we look for passionate, innovative, creative Rock Stars

Inc. 5000 Fastest-Growing Private Companies in America 2023 Company of the Year | 2023 BIG Innovation Awards Fastest-Growing Company of the Year – Large (Bronze) | 2022 Best in Biz Awards South Florida Business Journal, Best Places to Work 2021

Who we are:

We Are Modernizing Medicine (WAMM) We’re a team of bright, passionate, and positive problem-solvers on a mission to place doctors and patients at the center of care through an intelligent, specialty-specific cloud platform. Our vision is a world where the software we build increases medical practice success and improves patient outcomes. Founded in 2010 by Daniel Cane and Dr. Michael Sherling, we have grown to over 3400 combined direct and contingent team members serving eleven specialties, and we are just getting started ModMed is based in Boca Raton, FL, with office locations in Santiago, Chile, Berlin, Germany, Hyderabad, India, and a robust remote workforce with team members across the US.

ModMed is hiring a driven Technical Support Engineer to join our positive, passionate, and high-performing Customer Support team focused on collaborating with our Customers, our Application Users, and our Klara colleagues, in order to provide our customers exceptional service. This is an exciting opportunity to utilize your technical and analytical skills to determine the root causes to complex application issues, and provide timely solutions to our users within a fast-paced Healthcare IT company that is truly Modernizing Medicine

Your Role:

Provide Technical Support for the Klara platform and mission-critical functionalities. Own and solve customer technical issues, using troubleshooting and analytical skills, as well as cross team collaborations. Meet department SLA requirements, keep stakeholders updated, and clearly document customer issue progress and outcomes. Serve as the primary escalation point for Level1 Customer Support Create and deliver training and documentation for peers on key technical topics, and service approaches for attaining yet greater customer satisfaction Assist the Product and Engineering teams in prioritizing the product fixes and enhancements, appropriately representing the customers interests and urgency. Serve as the point of contact to third party vendors for those customer application issues requiring third party software support.

Skills & Requirements:

Bachelor’s degree or equivalent experience. 3+ years of experience working in Technical Support. Excellent oral and written communication skills. Explains technical situations to expert, managerial, or lay audiences effectively. Strong interpersonal skills, having patience and poise under pressure Strong analytical and troubleshooting skills Team player who enjoys collaborating to determine solutions, but is also comfortable working autonomously Extensive experience troubleshooting issues through application log analysis. Experienced troubleshooting integration API’s.

#LI-LM1

ModMed Benefits Highlight:

At ModMed, we believe it’s important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits, including:

Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution, 401(k) Plan with immediate vesting in the company matching contribution, Generous Paid Time Off and Paid Parental Leave programs, Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs, Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed, Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning, Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability, Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.

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