Tier 1 Technical Support Analyst

AssistIQ

About The Position

In the Tier 1 Technical Support Analyst role, we are seeking a dedicated and customer-focused individual to support all AssistIQ customers across our solutions. In this role, you will be the first point of contact for our customers and play a crucial role in ensuring a positive experience for all. You will support customers via phone, chat, email and demonstrate strong communication skills, a problem-solving attitude and mindset, and the ability to work efficiently under pressure. These include support for issues involving our iPad and web solutions, as well as our EHR integrations. Given the nature of a high growth, startup environment, the role is dynamic with priorities evolving regularly.

Requirements

Technical skills to troubleshoot software applications on the iPad, web and in an integrated environment.
Capability for problem-solving and issue prioritization.
Excellent interpersonal, time management and communication (verbal and written) skills.
Excellent French written and oral communication skills.
Ability to synthesize information, think and diagnose quickly and find solutions.
Perform initial troubleshooting for complex issues.
Ability to know where a complex issue requires Tier 2 support or engineering help and act quickly to do so.
Growth mindset and capacity to remain calm under pressure.

Responsibilities

Address customer inquiries via phone, email, SMS, chat, and tickets.
Serve as the first point of contact for end-users seeking technical assistance for issues with the AssistIQ solutions on the iPad and web.
Work within support tools provided to document issues, troubleshooting/ resolution steps taken and final disposition.
Resolve basic common issues on first contact.
Escalate more complex issues to Tier 2 support and where required to product/ engineering.
Ensure coordination/ follow up with the internal AssistIQ teams and the customer as required.
Set appropriate expectations with the customer on issues reported and keep support leadership informed about any escalations by the customer.
Maintain up-to-date knowledge of AssistIQ solutions, common troubleshooting steps, and system updates.
Follow established workflows, playbooks, SLAs, and quality standards to ensure consistent, efficient, timely and accurate resolutions.
Participate in after-hours and weekend on-call rotations.
Handle written and oral communication as required in French with AssistIQ customers in Canada.
Contribute feedback to improve documentation, support processes, and customer experience.