Support Engineer

Artisight

12h•Remote

About The Position

We're seeking a Support Engineer to act as first-line application support for our engineering team. In this role, you'll provide product expertise for end-users, handle escalated issues, and serve as a key contact for clients while analyzing their needs and translating them into technical requirements and solutions, and help create the hospital of tomorrow across the organization. This is a remote role for second shift, Monday to Friday 2:00 to 10:30 CT, and requires U.S. work authorization.

Requirements

Experience (5+ years) working in technical customer-facing roles, preferably in the Enterprise Technology space
Demonstrated ability to diagnose and resolve basic computer and application technical issues with excellent problem-solving skills and willingness to go above and beyond
Comfort working with Service Desk ticketing applications and knowledge of ITIL and Service Desk industry best practices
Knowledge of Microsoft products including Windows operating system, Mac OS, and Office applications
Strong oral communication skills and a collaborative working style
A thoughtful, organized approach to managing Help Desk tickets with detailed documentation
Ability to work through ambiguity, deal with shifting priorities, and learn quickly to apply new skills

Nice To Haves

Experience with healthcare or AI industry
Experience collaborating with field service engineers and/or implementation engineers
Desire to learn and grow with the company

Responsibilities

Partner with Client Success and Product Managers to share and understand customer feedback and improve technology and relationships.
Contribute to written documentation, internal knowledge base articles, recorded tutorials, and processes that outline solutions for common client issues and requests.
Support and improve client support operations by managing tickets in a timely manner and responding to application issues via phone, email, and computer chat.
Analyze systems requirements by consulting with users and applying analysis techniques to determine hardware, software, and system functional specifications.
Communicate progress by running diagnostics to resolve customer reported issues and following up with customers to ensure issues are resolved, while working cross-functionally across departments to ensure healthy communications and provide clients with the best experience.
Learn and gain exposure to all of our tools to become a product knowledge expert.