QGenda Technical Engineer

QGenda • Atlanta, GA

33d • Hybrid

About The Position

Within our Customer Experience (CX) organization, we are looking for technically savvy, customer-focused individuals who want to help healthcare organizations maximize the value of QGenda. QGenda Technical Engineers are product experts who leverage their knowledge to deliver high-quality support and meaningful customer experiences.

Requirements

• Strong collaboration and communication skills
• Solid case/time-management and attention to detail
• Ability to complete assignments autonomously and maintain timely communication
• Bachelor’s degree required

Nice To Haves

• Computer programming skills or previous technical support experience

Responsibilities

• Maintains a professional and positive attitude in all customer and company interactions, both internal and external.
• Demonstrates foundational technical QGenda knowledge needed for Tier 1, 2, 3+ support.
• Independently manages a diverse workload of support cases and complex project assignments, delivering optimal and accurate solutions with minimal guidance.
• Update, customize, configure, and manage client environments on an ongoing basis
• Consistently manages customer expectations, meets Service Level Objectives (SLOs), and achieves high customer satisfaction through timely, accurate solutions.
• Promotes customer stability and self-reliance through knowledge-transfer and leveraging QGenda Help Center.
• Adheres to all support policies, workflows, and ticket-handling processes.
• Handles Concierge phone support with verbal and technical proficiency.
• Collaborate with CS Team, Product Liaison, and other teams to assist with technical issues raised by customers
• Act as a point of escalation for QSS team as a Swarm Lead to resolve any escalated cases
• Quickly identify and escalate any potential client risks to CS Team
• Mentors and trains QSS team members, sharing best practices and providing technical guidance as tenure and expertise progress.
• Completes other duties as directed by a member of QGenda management/leadership.

Benefits

• Fully company-paid options for medical (both in-person and virtual), dental and vision insurance
• Generous paid time off (PTO) policy to enjoy periods of uninterrupted rest and relaxation for a healthy work/life balance
• Paid parental leave for birth, adoption or permanent placement
• 401(k) with company match
• Options to work in a hybrid-working model or remotely from home, depending on the position
• Annual Costco membership, cell phone stipend, commuter benefits, in-office perks and more

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level