Knowtex

Customer Support Technician

Knowtex

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

ServiceNow

About the role

  • Serve as first point of contact for healthcare staff submitting support tickets via phone, email, or chat
  • Triage and prioritize incoming requests based on urgency and patient care impact
  • Troubleshoot and resolve Tier 1 issues including login/authentication problems, account setup, audio quality, template usage, and general platform navigation
  • Escalate complex or unresolved issues to the Customer Support Specialist or Program Manager with thorough documentation
  • Follow established SLA guidelines, targeting critical issue resolution in <2 hours and standard issues in <24 hours
  • Maintain accurate, detailed ticket records in the ticketing system (e.g., Zendesk, ServiceNow, or Jira)

Requirements

  • 2+ years in a customer support, help desk, or technical support role
  • Experience supporting end users in a healthcare, healthcare IT, or enterprise software environment preferred
  • Familiarity with ticketing systems (Zendesk, ServiceNow, Jira Service Desk, or similar)
  • Demonstrated ability to troubleshoot technical issues and communicate solutions clearly to non-technical users
  • Comfortable working with SaaS platforms and web-based tools
  • Basic understanding of authentication systems (SSO, multi-factor authentication) and common connectivity issues
  • Proficient in documentation; able to write clear, concise troubleshooting guides and ticket notes
  • Comfortable with Excel or Google Sheets for basic tracking and reporting
  • Empathy: Genuine commitment to user success; patient and supportive with frustrated or non-technical users
  • Communication: Strong written and verbal skills; able to explain technical concepts in plain language
  • Attention to detail: Thorough in documentation, ticket tracking, and following escalation procedures
  • Adaptability: Comfortable with changing priorities and a fast-scaling team environment
  • Team orientation: Collaborative and receptive to coaching and feedback
Benefits
  • Meaningful equity compensation
  • Unlimited PTO
  • Premium health, dental, and vision coverage
  • 401(k) plan
Applicant Tracking System Keywords

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

Hard Skills & Tools
troubleshootingticketing systemsauthentication systemsSaaS platformsExcelGoogle Sheetsdocumentationtechnical supportcustomer supporthelp desk
Soft Skills
empathycommunicationattention to detailadaptabilityteam orientation