Technical Support Specialist - patientnow

Key Responsibilities

• Provide timely and effective technical support to customers via various channels (email, chat, phone).
• Diagnose and troubleshoot software and hardware issues, identifying root causes.
• Document technical issues, solutions, and customer interactions in a ticketing system.
• Create and maintain technical documentation, FAQs, and knowledge base articles.
• Collaborate with development and QA teams to escalate and resolve complex issues.
• Ensure a high level of customer satisfaction through professional and empathetic communication.

Requirements

• Proven experience in a technical support or customer service role, preferably in a SaaS environment.
• Strong understanding of troubleshooting methodologies and problem-solving techniques.
• Proficiency with ticketing systems (e.g., Zendesk, Jira Service Management).
• Excellent written and verbal communication skills in English.
• Ability to work independently and manage multiple priorities in a remote setting.