Tier 1 Technical Support Analyst

About Us:

At AssistIQ we are dedicated to creating a more efficient and transparent healthcare supply chain by fixing one of the core problems - providers lack accurate data and insights on their supply and implant usage.

Our AI-driven software solution provides highly accurate, seamless capture of supply and implant usage in real-time, and generates actionable insights to healthcare systems, enabling better revenue capture and reduced waste, ultimately leading to better value of care and better outcomes for patients.

About the Role:

In the Tier 1 Technical Support Analyst role, we are seeking a dedicated and customer-focused individual to support all AssistIQ customers across our solutions.
In this role, you will be the first point of contact for our customers and play a crucial role in ensuring a positive experience for all. You will support customers via phone, chat, email and demonstrate strong communication skills, a problem-solving attitude and mindset, and the ability to work efficiently under pressure. These include support for issues involving our iPad and web solutions, as well as our EHR integrations.

Given the nature of a high growth, startup environment, the role is dynamic with priorities evolving regularly.

Responsibilities:

• Address customer inquiries via phone, email, SMS, chat, and tickets.
• Serve as the first point of contact for end-users seeking technical assistance for issues with the AssistIQ solutions on the iPad and web.
• Work within support tools provided to document issues, troubleshooting/ resolution steps taken and final disposition.
• Resolve basic common issues on first contact.
• Escalate more complex issues to Tier 2 support and where required to product/ engineering.
• Ensure coordination/ follow up with the internal AssistIQ teams and the customer as required.
• Set appropriate expectations with the customer on issues reported and keep support leadership informed about any escalations by the customer.
• Maintain up-to-date knowledge of AssistIQ solutions, common troubleshooting steps, and system updates.
• Follow established workflows, playbooks, SLAs, and quality standards to ensure consistent, efficient, timely and accurate resolutions.
• Participate in after-hours and weekend on-call rotations.
• Handle written and oral communication as required in French with AssistIQ customers in Canada.
• Contribute feedback to improve documentation, support processes, and customer experience.

Requirements

• Requirements:
  
  Technical skills to troubleshoot software applications on the iPad, web and in an integrated environment.
• Capability for problem-solving and issue prioritization.
• Excellent interpersonal, time management and communication (verbal and written) skills.
• Excellent French written and oral communication skills.
• Ability to synthesize information, think and diagnose quickly and find solutions. perform initial troubleshooting for complex issues.
• Ability to know where a complex issue requires Tier 2 support or engineering help and act quickly to do so.
• Growth mindset and capacity to remain calm under pressure.

Our core values:

Customer Centricity: We actively learn about our customers' pain points to understand their needs and deliver technology solutions that exceed their expectations. Customer satisfaction is our ultimate measure of success.

Transparency & Inclusivity: We act with integrity, creating space for new ideas and sharing information about our progress, challenges, and decision-making processes.

Agility & Flexibility: We iterate with speed, challenging the status quo and seeking continuous improvement to respond to our customer needs and market changes.

Accountability and Collaboration: We foster a culture of responsibility and display curiosity, grit and passion to achieve our objectives, individually and as a team.

Social Responsibility: We prioritize environmental impact by making responsible choices and developing products that make the healthcare industry more sustainable.

Reporting to: Srini Venkatraj, Senior Director, Technology Operations and PMO

Benefits

• Health insurance
• 3 weeks of vacation
• 10 sick days
• Flexible work hours
• A collaborative, smart, and engaging culture