Technical Support Specialist

hace 1 semana

Guadalajara, México Skilled Wound Care A tiempo completo

**Responsibilities**:

- 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.

**Requirements**:

- 2-3 years of experience working in IT or technical support roles, preferably within a healthcare or clinical environment.
- **Fluent spoken and written English required**
- Extensive knowledge and troubleshooting experience with iOS, Android, Windows, and Mac operating systems.
- Familiarity with electronic health record systems and healthcare IT infrastructure is preferred.
- Excellent organizational skills and the ability to manage multiple tasks effectively, prioritizing work to meet deadlines.
- Fluency in spoken and written English, with strong communication skills and the ability to understand and articulate technical concepts effectively.
- Strong interpersonal skills, able to collaborate effectively with colleagues and stakeholders from various departments.
- Flexibility in work hours, capable of covering shifts from 6:30 AM PST to 10 PM PST based on business needs.
- Quick learner with the ability to adapt to evolving technologies and acquire new technical skills.
- Possessing a calm and composed demeanor, even in high-pressure situations, and capable of delivering high-quality support consistently.

**This position will be as an independent contractor**

**Please submit resume in English**

If you meet the qualifications outlined above and are ready to contribute to a team dedicated to providing exceptional technical support to clinical facilities, healthcare providers, and internal staff, we encourage you to apply

**Great Place to Work® Certified**

**Skilled Wound Care** is proud to be Certified by** Great Place to Work®** for the **3rd** year in a row. The prestigious award is based entirely on what current employees say about their experience working at Skilled Wound Care. This year,** 95%** of employees said it's a great place to work - **39%** higher than the average U.S. company.

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