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Technical Support Engineer

San Jose, California
Technical Support Engineer

The Customer Support team works with customers, partners, and internal teams to ensure they are delighted with our products and services. Our team is a passionate group that understands how to give customers a seamless support experience. In communication with our customers daily, we have the opportunity to provide insights and feedback, as well as identify process improvements to our partner teams—sales, products, operations, and engineering. We prioritize customer retention, which we accomplish by keeping high standards for how we serve our customers and making sure they leave every conversation satisfied and inspired.

What you’ll do
At VitalConnect we deeply value high quality Customer Support and view it as necessary to our success. As a Technical Support Engineer for VitalConnect, your goal is to make our customers and partners happy and productive, to work collaboratively with sales, product, and engineering, to set a high standard for how we serve our customers, and to always communicate with empathy and respect.

Responsibilities
  • Effectively resolve customer inquiries in a considerate and timely manner via email, chat, and phone. We provide world-class technical and customer support services to our current and prospective customers and partner teams.
  • Compose thoughtful, personalized responses for a variety of customer requests
  • Triage incoming requests and spot trends in customer issues to flag for the rest of the team
  • Identify, reproduce, and document bugs for the engineering teams
  • Make active contributions to help achieve team goals and successes
  • Contribute to the ongoing learning and success of your team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation
  • Achieve and maintain expertise on all VitalConnect products and services
  • Respond to support requests from internal and external customers regarding VitalConnect’s products/services/questions/issues  
Requirements
  • Passionate about customer support and about the role it plays in making a customer-centric team successful
  • Ability to communicate technical problems in a elegant and tactful way
  • Strong communication and writing ability
  • Empathy, diplomacy, tact, and poise under pressure when working through customer issues
Bonus points
  • Bachelor’s degree, preferably in a technical field.
  • Health Tech experience or Medical Device experience
  • Prior experience in a customer facing role, ideally in a support function 

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