Support Engineer

Transform9•Birmingham, AL

About The Position

Transform9 is at the forefront of revolutionizing healthcare access and patient communication through our cutting-edge conversational agent platform. Our mission centers on ensuring that patients can connect with their healthcare providers seamlessly, improving both access and experience. We are looking for a dedicated Support Engineer to join our team and play a pivotal role in delivering exceptional support to our clients and their users. In this role, you will troubleshoot technical issues, provide solutions, and ensure that our platform runs smoothly for healthcare professionals and patients alike. You will work closely with our development and product teams to report and resolve any bugs while contributing to improving our support documentation and resources.

Requirements

Experience in a technical support role, preferably in software or technology, with a strong understanding of customer service principles.
Proficient in troubleshooting technical issues and providing solutions in a timely manner.
Strong communication skills to articulate technical concepts effectively to a non-technical audience.
Ability to work independently and collaboratively within a team environment.
Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing client needs.

Nice To Haves

Familiarity with healthcare systems, applications, or software integration is a plus.
Experience with ticketing systems and support documentation is preferable.

Responsibilities

Serve as the primary point of contact for technical support inquiries from clients, resolving issues efficiently and professionally.
Troubleshoot and diagnose technical problems related to the Transform9 platform and its integration within client systems.
Provide timely and effective solutions to enhance user satisfaction and maintain high service levels.
Document support tickets, track issues, and provide clear updates to clients throughout the resolution process.
Collaborate with internal teams to escalate issues and provide feedback on platform functionality for continuous improvement.
Contribute to the creation and maintenance of support materials, FAQs, and training resources for the client teams.