Collaborate with internal and external customers to collect requirements and clearly document problem statements related to the hardware and software
Leverage your knowledge of the software and back-end systems to efficiently diagnose and troubleshoot issues
Follow documented procedures and escalation paths for issues so the right team is engaged in a timely manner
Create client trust and confidence with clear, thorough, and customer-friendly communication and status updates on identified issues
Proactively monitor and action critical service alerts as they happen

Requirements

Minimum of 3 years of experience in a client support role, preferably within the healthcare technology or SaaS industry
Comprehensive understanding of customer service best practices with hands-on experience troubleshooting both hardware and software issues
Ability to parse and interpret logs from web servers, application layers, or middleware
High technical aptitude with a proven ability to learn and navigate complex systems in a fast-paced environment
Exposure to ticketing systems (Zendesk, ServiceNow, Jira Service Management) and knowledge base tooling
Familiarity with system monitoring and performance tools (e.g., Icinga, Grafana, Datadog, SolarWinds, etc).

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingcustomer service best practiceslog parsingsystem monitoringperformance tools

Soft Skills

communicationcollaborationproblem-solvingcustomer trustproactive monitoring