Technical Support Specialist
Posted on 4/4/2023

201-500 employees

AI-powered care coordination platform
Company Overview is on a mission to close the gaps between patients, clinicians, and life-saving treatments. The company uses artificial intelligence to accelerate care coordination, reducing systemic delays that stand between patients and life-saving treatments.
Remote • United States
Experience Level
Desired Skills
Android Development
Customer Service
Software Engineering
  • 2+ years experience providing enthusiastic and empathetic software as a service (SaaS) technical support and customer service
  • Must have DICOM and SalesForce experience
  • Excellent communication skills (phone, email, chat, and documentation) with a track record of continuous improvement
  • 1+ years Linux system administration
  • Hands-on experience with local and cloud networking, Amazon Web Services (AWS), virtualization, and iOS/Android mobile applications
  • You ramp-up quickly and become a Viz technical expert within 60 days
  • You routinely turn customers with issues into our biggest fans
  • You are known for always being responsive and following through
  • Your documentation and troubleshooting are top-notch
  • You become an ally your teammates and customers know they can count on
  • Provide technical support for technical and non-technical users of the Viz app and its infrastructure, supporting on-premises and cloud-based virtual machines and networks
  • Collaborate with customer IT teams and internal customer-facing and technical teams to troubleshoot and resolve issues
  • Document, triage, resolve, and escalate support cases promptly according to SLAs
  • Share 24/7 on-call rotation for application and infrastructure monitoring and maintenance
  • Listen to Viz users and engage internal teams to help delight customers
  • You are driven to help Viz reliably connect patients to life-saving care
  • You excel at prompt, clear, and friendly communication
  • Never satisfied when a problem just goes away, you always get to the bottom of it
  • You enjoy being a calm, clear, and caring voice when someone needs your help
  • You thrive in a highly accountable environment, and are not afraid to have fun at work
Desired Qualifications
  • Healthcare interface/integration and medical imaging (DICOM) experience is a plus
  • Experience supporting FDA-regulated software as a medical device (SaMD) is a plus