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Desktop/Tech support

5 months ago

Cupertino, United States eTeam Full time

Description:

The Support Specialist is the first point of contact for application support related questions and tier 1 incident handling.

The primary role of this position is to receive, log, resolve, escalate and/or ensure full resolution with patients and clinic staff.

Issues to be addressed will include those allowing for immediate resolution to those that may need escalation to IT or Engineering.

In additions to direct support, this position will also assist in assembling regular as well as ad hoc reporting.


Essential Job Functions:

• Monitor a support queue and perform incident triage. Follow established workflows for prioritization and categorization. Provide first line response to requests for application support. Resolve issues on first touch whenever possible.

• Follow triage and escalation workflows as pertains to escalation and routing of support cases to the correct resource (e.g., IT and Engineering).

Identify process improvement opportunities and offer feedback to Service unit leads and partners.

• Provide input into and refinement of standard operating metrics and dashboards.

• Manage major technical incidents (e.g., outages) and escalate to appropriate support resources.

• Provide customer verification of case closures.

• Provide feedback to operating, IT and engineering teams to assist in identifying trends and addressing root causes.

• Provide occasional onsite hardware support including computer deployment, configuration and troubleshooting issues.

• Other tasks and projects as assigned


Key Qualifications and Requirements:

• Minimum 4 years customer service experience.

• Minimum 2 years’ experience in troubleshooting macOS and iOS and variety of applications.

• Bachelor’s degree.

• Aptitude for researching solutions and a logical approach to problem solving.

• Knowledge of ITIL best practices such as the difference between Incident, Problem and Change.

• Experience in a tech support organization.

• Experience collaborating with cross-functional partners a plus.

• Experience with Jira Service Desk strongly preferred.

• Excellent communication skills, especially written.

• Available to work evenings and weekends as needed.

• Healthcare experience is a plus

• Previous large company experience is a plus