QGenda Technical Engineer

QGenda • Atlanta, GA

16d • 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

• Bachelor’s degree required
• Strong collaboration and communication skills
• Solid case/time-management and attention to detail
• Ability to complete assignments autonomously and maintain timely communication
• Applicants for this position must be authorized to work for any employer in the United States (U.S.), including being located in the US. We are unable to sponsor, take over sponsorship of, or hire candidates with an employment visa at this time.

Nice To Haves

• Computer programming skills or previous technical support experience

Responsibilities

• Deliver exceptional reactive support for QGenda customers by providing accurate, timely solutions to technical issues.
• Learn core product functionality, follow established troubleshooting processes, and collaborate closely with peers and senior engineers to resolve cases efficiently.
• 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