Skilled Wound Care

Support Engineer

• Provide technical support to clinical facilities, healthcare providers, and internal staff via phone, text, helpdesk, and email while maintaining a high level of professionalism and customer service.
• Resolve technical issues related to software, hardware, and systems, ensuring timely resolution and minimizing downtime.
• Collaborate with departments, including clinical quality assurance, medical billers, and clinical liaisons, to deliver world-class support services and ensure customer satisfaction.
• Maintain accurate and comprehensive records of customer inquiries, issues, and resolutions in the ticketing system for reference and reporting purposes.
• Communicate effectively and empathetically with customers, demonstrating active listening skills and clear communication.
• Stay up-to-date with the latest technological advancements and continually expand knowledge in iOS, Android, Windows, and Mac operating systems.
• Facilitate knowledge sharing by assisting in the development and maintenance of technical support documentation, including knowledge base articles and FAQs.
• Escalate complex or unresolved issues to higher-level technical support or appropriate internal departments for further investigation and resolution.
• Assist in testing and quality assurance activities for software releases and updates, providing feedback and identifying any potential issues.
• Adhere to service level agreements (SLAs), meeting or exceeding defined response times and resolution targets.

Technical Support Specialist