Banking Remote Jobs( Technical Support Specialist )

Hiring Organization: Amwell 

Post Name: Technical Support Specialist

Qualification: Graduate

Industry: Private

Employment Type: Full Time

Work Hours: 8 Hours

Salary: $20 – $30/Hour

Location: Massachusetts, USA

Full Job Description

Amwell is the leading telehealth platform in the United States and around the world, connecting  providers, insurers, patients and innovators to provide greater access to more affordable, higher quality care. Amwell believes that digital care service will change healthcare. We offer one comprehensive platform that supports all telehealth needs, from emergency to acute care and follow-up care, as well as chronic care  and healthy living. With more than a decade of experience, Amwell provides telehealth solutions to more than 150 health systems consisting of 2,000 hospitals and 55 health plan partners with more than 36,000 employers, covering more than 80 million lives.

Banking Remote Jobs( Technical Support Specialist )

  Brief overview:

 Amwell is looking for a motivated and energetic technical support specialist to join its customer support team. In this customer-facing role, your primary objective will be to provide world-class support and solutions to our Amwell customer base. Get guidance and solutions for various technical product support questions. You will work on technical service requests that our Tier 1 support teams were unable to resolve. You will liaise with our Tier 3, Hosting, Engineering and Customer Success teams  to help resolve our customer issues as needed. The Technical Support Specialist plays an important role in the success of our relationships with business customers and end users of Amwell technology. Strong communication skills, critical thinking, attention to detail and a passion for the customer experience are all essential attributes of this role.

 Basic duties

 You will help customers resolve technical issues and document all customer interactions in case management software (tickets) in a timely manner. Help 3rd level, developers or other team members get information/details for troubleshooting. Be  the customer's advocate, treating each case with empathy and urgency  to build a lifelong relationship with Amwell.

•  Create, track and manage incoming support tickets with extreme sensitivity to customer experience and needs
•  Use a variety of tools and techniques to review, investigate and resolve individual support cases related to the Amwell product line
•  Troubleshoot technical issues and reproduce recurring software and hardware issues for developer/vendor resolution or  escalation. Provide exceptional experiences by providing timely and effective responses to clients and internal teams using multiple communication channels (phone, email, chat, etc.) depending on the urgency of the case.
•  Handle time-sensitive situations with a calm and professional demeanor
•  Simplify the resolution process by providing comprehensive and accurate ticket documentation, including timelines of events, key findings, and actions taken to reproduce the issue.  Help improve service quality by providing information on knowledge articles and training materials that increase customer support effectiveness and efficiency 
•  Support critical incident management activities by providing incident problem information and/or customer information as needed
•  Provide data to  track and report on recurring product and supplier trends, and expand that data as needed
•  Stay informed about new product releases, configuration updates and measures to ensure  exceptional quality
•  Provide rotating on-call support
•  Grow as an expert in all production workflows
•  Completes other duties and/or projects as assigned.

Banking Remote Jobs( Technical Support Specialist )