Customer Technical Support Engineer, Kontakt.io

• Experience: Minimum of 3 years in technical customer support, with a solid background in troubleshooting hardware, software, and system performance
• Background: At least 1 year of experience in healthcare
• Technical Proficiency: Understanding of API integrations, basic programming skills (Python or other scripting languages), and experience with BLE or RTLS technologies is a plus
• Communication: Strong written and verbal communication skills, with an ability to simplify complex concepts for non-technical audiences
• Problem-solving: Analytical mindset and a creative approach to challenges, with an ability to prioritize tasks effectively
• Autonomy: Proven track record of success working independently, especially in remote or distributed teams

Desirable

• We’re looking for a Customer Technical Support Engineer who will play a key role in enhancing customer success and satisfaction
• You will serve as a crucial link between our clients, sales, and engineering teams, leveraging your technical expertise to ensure smooth implementation and continuous support
• Deliver exceptional support experiences, promptly resolving customer issues and inquiries
• Provide technical analysis and troubleshooting across hardware, software, and APIs via Zendesk, phone, email, and Zoom
• Proactively conduct training sessions, helping clients maximize the benefits of our platform
• Maintain detailed documentation and deliver regular status updates to stakeholders
• Adhere to SLAs, ensuring high responsiveness and a focus on customer satisfaction
• Identify, record, and escalate issues, collaborating with team members (e.g. Engineering) to drive resolutions
• Execute standard processes, comply with escalation protocols, and contribute to continuous improvement initiatives