Customer Technical Support Engineer
Kontakt.io
IT, Customer Service
United States
Posted on Nov 1, 2024
Kontakt.io offers hospitals an advanced care delivery operations platform that uses intelligent data analysis to deliver actionable insights, predictions, and AI-driven recommendations. By holistically assessing various operational factors, we empower hospitals to:
• Optimize resource allocation
• Swiftly adapt to changing patient flow and demand
• Enhance overall operational efficiency
• Improve care coordination and delivery
Our growth trajectory over the past 24 months has been exceptional:
• Team expansion from 70 to 130 professionals
• Quadrupled Annual Recurring Revenue (ARR)
• Maintained strong capital efficiency
Now, with a $47.5 million investment from Goldman Sachs, we’re entering an exciting new growth phase, aiming to surpass $100M+ ARR. As part of this mission, we are seeking talented individuals to help accelerate our impact and growth in the healthcare sector.
We’re looking for a Customer Technical Support Engineer who will play a key role in enhancing customer success and satisfaction. You will serve as a crucial link between our clients, sales, and engineering teams, leveraging your technical expertise to ensure smooth implementation and continuous support.
Responsibilities
- Deliver exceptional support experiences, promptly resolving healthcare customer issues and inquiries.
- Provide technical analysis and troubleshooting across hardware, software, and APIs via Zendesk, phone, email, and Zoom.
- Proactively conduct training sessions, helping clients maximize the benefits of our platform.
- Maintain detailed documentation and deliver regular status updates to stakeholders.
- Adhere to SLAs, ensuring high responsiveness and a focus on customer satisfaction.
- Identify, record, and escalate issues, collaborating with team members (e.g. Engineering) to drive resolutions.
- Execute standard processes, comply with escalation protocols, and contribute to continuous improvement initiatives.
What You Bring
- Experience: Minimum of 3 years in technical customer support, with a solid background in troubleshooting hardware, software, and system performance
- Background: At least 1 year of experience in healthcare.
- Technical Proficiency: Understanding of API integrations, basic programming skills (Python or other scripting languages), and experience with BLE or RTLS technologies is a plus.
- Communication: Strong written and verbal communication skills, with an ability to simplify complex concepts for non-technical audiences.
- Problem-solving: Analytical mindset and a creative approach to challenges, with an ability to prioritize tasks effectively.
- Autonomy: Proven track record of success working independently, especially in remote or distributed teams.
Preferred Skills
- Hands-on experience creating user guides and technical documentation.
- Familiarity with location-based services.
- Ability to manage multiple tasks simultaneously in a fast-paced environment.
- Resilience and adaptability, with a drive to achieve and excel.
What We Offer
- A fast-paced, dynamic startup environment with a flat organizational structure.
- Competitive compensation, including a base salary and an Employee Stock Option Plan (ESOP).
- Flexible work arrangements.
- Access to cutting-edge IoT technology and a collaborative, expert-driven team.
- Additional perks: comprehensive health insurance.