About Us
Our culture is built on passion, innovation, and transparency. We support each other unequivocally and we value strong communication, which stems from our love for our work, our clients, and our people.We cultivate an environment that promotes collaboration, taking ownership, and ensuring voices are heard at every level. We believe in enabling innovative self-starters who are passionate about making a positive impact on healthcare administration. We foster continuous growth through our learning & development programs and our commitment to creating a diverse and inclusive culture.
Mission:
The mission of the Technical Product Support Specialist is to manage escalated technical issues requiring advanced troubleshooting and collaboration with Engineering. This role will ensure timely resolution of complex client problems, provide enablement to internal teams, and help refine processes to improve client experience and product stability.
Outcomes:
- Advanced Troubleshooting and Escalations:
- Solve client issues relative to the use of Andros products and solutions within our agreed upon SLA response times
- Investigate and resolve escalated technical issues requiring in-depth analysis.
- Partner with Engineering and Operation teams to address bugs, integrations, and advanced product challenges
- Act as a primary point of contact for tier 2 escalations and owning the issues lifecycle from escalation to resolution
- Client Enablement and Documentation:
- Conduct technical enablement sessions for clients and internal teams to ensure best practices are followed for product usage
- Continuously update the knowledge base documentation in our internal LMS/ FAQs with resolutions for technical issues and recurring challenges
- Translate complex technical concepts into clear, user-friendly documentation for clients and non-technical audiences
- Process Improvement:
- Identify new processes and workflows based on identified trends to improve operational efficiency and client outcomes
- Provide feedback to the Product team on trends and technical issues to reduce recurrence
- Develop and refine escalation workflows to optimize response times and resolution quality for complex client issues
- Support incident response efforts by addressing technical aspects and documenting resolution steps
- Partner with cross-functional teams to continuously refine technical workflows, ensuring alignment with client needs and organizational goals
Role-Specific Competencies:
Analytical Thinking: Break down complex technical problems into actionable steps.Adaptability: Thrive in a fast-paced environment and adjust to changing priorities.Resourcefulness: Independently research solutions to technical problems when necessary.Problem Ownership: Take full accountability for resolving escalated issues.Empathy: Understand and address client frustrations with patience and care.Attention to Detail: Ensure accurate documentation and follow-through on tickets.Cross-Team Communication: Clearly convey technical details to non-technical stakeholdersDesired Qualifications:
- 3+ years in technical support, preferably in a SaaS or tech environment
- Familiarity with APIs, integrations, or debugging tools
- Experience working with Engineering teams to resolve technical issues
- Strong written and verbal communication skills to articulate technical concepts
- Proficiency in ticketing and CRM systems (e.g., Salesforce, Jira, Zendesk)
- Familiarity with collaboration tools like Google Workspace, Slack, and Asana
- Bonus: Familiarity with Markdown and version control systems like GitHub for documentation management.
Salary Range:$65,000-$70,000
