Amwell is seeking a motivated and energetic Technical Support Specialist to join our Customer Support team. In this Customer-facing role, your primary focus will be to deliver world class support and solutions to our Amwell customer base. You will provide guidance and resolution on a wide range of technical product support issues. You will work on technical service requests that our Level 1 support teams have been unable to resolve. You will liaise with our Tier 3, Hosting, Engineering and Customer Success teams when needed to assist with troubleshooting problems for our Customers. The Technical Support Specialist will play a critical role in the success of our relationship with enterprise clients and end users of Amwell’s technology. Strong communication skills, critical thinking, attention to detail, and a passion for customer experience are all key attributes for this role.

Core Responsibilities:

  • You will assist customers in resolving technical issues and document all customer interactions in case management software (ticketing) in a timely manner.
  • Assist Tier 3, developers or other team members with obtaining data/details for troubleshooting purposes.
  • Be an advocate for the Customer, relating to each case with empathy and urgency so as to build a lifelong relationship with Amwell
  • Create, track and manage incoming support tickets with the utmost sensitivity to the Customer’s experience and needs
  • Utilize a variety of tools and techniques to review, investigate, and resolve individual support cases related to any of Amwell’s product lines
  • Troubleshoot technical issues and reproduce recurring software and hardware issues for resolution or dev / vendor escalation
  • Deliver exceptional experiences by providing timely and effective responses to Customers and internal teams using a variety of communication channels (phone, email, chat, etc.) aligned with the urgency of the case
  • Handle time-sensitive situations with a calm and professional demeanor
  • Streamline the resolution process by providing thorough and accurate ticket documentation including timelines of events, key findings, and steps taken to reproduce the issue.
  • Help drive servicing excellence by providing input to knowledge articles and training materials that increase efficiency and effectiveness of Customer Support
  • Support critical incident management efforts by providing case troubleshooting insights and/or Customer information as needed
  • Provide input to help track and report recurring product and vendor performance trends, escalating these insights when needed
  • Stay informed on new product releases, configuration updates and procedures to ensure we deliver exceptional quality
  • Provide rotational On-Call Support after-hours
  • Grow to become a subject matter expert in all product workflows
  • Performs other duties and/or projects as assigned.

Qualifications:

  • 0-2 years of technical support experience in Customer-facing software and applications support (web and mobile) using all modalities (eg email, phone, chat)
  • Familiarity/exposure to technical troubleshooting (WebRTC, integrations) using tools such as AWS CloudWatch, Elasticsearch (Kibana), Rhapsody, FHIR, etc is a plus
  • Experience with Atlassian Tool Suite (JIRA, Confluence) and Salesforce is a plus
  • Maniacal Customer focus with a passion to be part of the telehealth transformation
  • Outstanding written and verbal communication skills across diverse audiences (internal peer groups, Customers and Clients, third-party vendors, etc.)
  • Ability to work independently in fast-paced, interruption-prone environments
  • Demonstrated ability to learn quickly and work through complex problems, utilizing structured problem-solving methodologies (processes, best practices, tools, templates)
  • Proficient at performing application log analysis and creating stories, depicting timeline of events and errors
  • Operating Systems experience including Windows, Windows10, OSX, iOS, and Android
  • Proficient in Microsoft Office 365, Desktop conferencing (Teams, Zoom, etc)
  • Strong knowledge with one or more general purpose programming (Java, Python)
  • Bachelor’s degree in a technical discipline and/or relevant certifications (A+, ITIL, GCP) strongly preferred
  • Good understanding of application troubleshooting and RCA (root cause analysis) with a wide range of approaches, tools, and techniques
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