StaffGarden is a technology company with a focus on Healthcare related SaaS products for hospital systems across the Nation.
We are seeking a Customer Support Technician with a background in supporting and configuring clients in a SaaS product. As a Customer Support Technician, you will be assisting StaffGarden users with an array of support questions and configuring and supporting client programs in the StaffGarden platform .
You will be interacting with all levels of customers, from the basic level user to the executive level user or sponsor. To be successful in this role, you should possess the ability to understand and communicate complex product-related information, configure Clinical Ladder and Competency related programs in our platform, collaborate with a team of professionals, and effectively and efficiently manage your assigned tasks and responsibilities.
Support Technician will be:
- Providing user support via email, text, chat, and phone. Support includes identifying issues, finding solutions, communicating information about the product, and elevating items as appropriate.
- Assisting with customer support during and after onboarding, to include addressing questions, providing product information and training, and investigating issues reported.
- Configuring customer programs from the ground up on our platform.
- Assisting the implementation teams with developing customer resources such as PDF, powerpoint, workflows, scripts and videos.
- Working closely with Product / Project management, and engineering teams.
- Pre demo preparation for Sales team and quality checks to programs built and resources furnished.
- Other responsibilities as directed.
Support Technician Qualifications
- Typing proficiency of 50 - 60 WPM
- Proficiency with Office 360 and Google Products and the ability to become familiar with new products
- A solution oriented mindset
- Self sufficient, carry out routine tasks unprompted, stay on task, meet deadlines, and work unsupervised
- Associate or Bachelor’s Degree preferred
- Strong written, verbal, and interpersonal skills in English; including the ability to present complex concepts
- Track record of working with dynamic cross-functional teams
- Appropriate documentation of issues and resolutions and escalates and reassigns issues when appropriate
- Customer service background preferred
