Technical Support Representative,

We seek a highly skilled an customer-focused NOC Specialist, Technical Support within Amwell Network Operations Center (NOC).

As a Technical Support Representative, you will be responsible for providing exceptional technical assistance and support to our providers and clients. You will utilize your strong troubleshooting skills and technical knowledge to provide prompt and accurate solutions to customer issues. The ideal candidate must possess excellent communication skills and have a passion for delivering outstanding customer service.

Core Responsibilities:

• Provide technical support to our AMG Provider Network via phone, email, and chat in a timely and professional manner
• Conduct ad-hoc bridge encounters and technical appointments with our Providers to help them troubleshoot technical issues on the platform
• Research, diagnose, document, and resolve technical issues related to software and hardware problems, and follow escalation protocols
• Escalate higher level technical issues to the appropriate teams after compiling comprehensive and necessary data
• Maintain priority phone coverage of our Amwell Emergency Hotline to assist clients with technical crisis issues
• Monitor, respond and prioritize escalations accordingly to ensure issue resolution
• Follow up with appropriate departments internally to drive resolution on reported defects impacting NOC and AMG performance.
• Stay up-to-date with the latest Amwell technology trends and updates to provide accurate and effective technical support
• Participate in ongoing training sessions to continuously improve technical knowledge and customer service skills.
• Communicates with upper management on any system, operational or personnel issues

Qualifications:

• Exceptional decision making and problem-solving abilities
• Ability to navigate challenging tasks and maintain composure in high-stress situations
• Exceptional time management and organizational skills
• Robust interpersonal and communications ability, including strong writing skills
• Adaptability in keeping up with and scaling new workflows in a fast-paced, constantly changing environment
• Strong customer service orientation and the ability to interact with diverse groups
• A proven track record of exercising good judgment and handling constantly changing priorities in a positive, professional environment
• Proficient in Computer Functions, Microsoft Office and other relevant software programs.
• Education – Bachelor’s degree preferred.