Product Support Specialist at TigerConnect
Santa Monica, CA, US

Our TigerConnect Client Care team is seeking a service-oriented Technical Support Specialist to join us in revolutionizing Healthcare by enabling companies to operate more efficiently and effectively. We are looking for a Technical Support Specialist with excellent communication, organization, and technical skills to join our growing team in sunny Santa Monica. If you love helping others understand technical concepts and solutions, and have a knack for instilling confidence and calmness in others, you will be a perfect fit for this position.

Our Technical Support team provides support for enterprise companies in a variety of ways, including education, investigation, and technical troubleshooting. Work closely with our Professional Services team to onboard clients and Client Success Managers to provide a successful user experience with TigerConnect.  You'll be an advocate for customers' needs – working together with our Product and Engineering teams on their behalf.

What You'll Own:

  • Provide world-class technical support to clients via email, telephone and chat
  • Responding to a high volume of email, phone, and chat support inquiries
  • Resolve complex issues by listening, researching, analyzing, and identifying solutions that results in complete client satisfaction
  • Collaborate in cross-functional teams to ensure follow-through on technical issues 
  • Manage multiple technical issues simultaneously, identifying trends and properly documenting information to promote swift resolutions
  • Work closely with Technical Support Engineers and Quality Assurance personnel to escalate bugs
  • Participate in User Acceptance Testing (UAT) of new features. 
  • Support our Professional Services team to provide each user with a superior on-boarding experience, including TigerConnect installation, account creation and log-in support
  • Contribute to thoughtful projects that enhance the quality and efficiency of the Client Care team
  • Prepare accurate and timely reports as needed
  • Perform API support using cURL commands / command line experience

What You've Accomplished:

  • Bachelor’s degree or equivalent
  • Minimum of three years of technical problem-solving experience in a Healthcare setting/industry
  • Experience supporting Active Directory/LDAP/SAML configuration and user management
  • Experience providing support for iOS and Android mobile devices
  • Knowledge of SMTP/WCTP integrations

What You Bring to the Table:

  • Excellent written, verbal, and interpersonal communication skills and ability to negotiate with customers in a courteous professional manner
  • Strong teamwork: willingness and ability to seek help from team members as required and work cross functionally with other departments
  • Strong multitasking, organizational, and time management skills, with a focus on attention to detail
  • History of delivering superior customer service and maintaining a professional, calm, and positive attitude while resolving technical customer inquiries
  • Demonstrated ability to quickly learn new skills, products, technologies and procedures
  • Solid technical, analytic and problem-solving skills combined with the ability to effectively drive and communicate problem resolution
  • Consistent, punctual attendance while flexibility to work variable schedules as necessary, including weekends
  • Must be able to handle high volume of email, phone, and chat support inquiries

 

Who We Are:

As healthcare’s largest provider of clinical communication solutions, TigerConnect helps physicians, nurses, and other staff communicate and collaborate more effectively, accelerating productivity, reducing costs, and improving patient outcomes. With over 6,000 facilities, delivering hundreds of millions of messages monthly, TigerConnect continually delivers advanced product innovations and integrates with critical hospital systems such as the EHR, nurse call, and scheduling solutions. It is recognized as a top Cyber Security Company to Know, one of the 5 Sizzling Silicon Beach Startups to Watch by Entrepreneur, and a Best Places to Work in Healthcare 5 years in a row (2015201620172018, and 2019). TigerConnect currently has over 130 employees with offices in Santa Monica, San Jose, and Shanghai.

 

Why We’re Different:

  • We are the largest provider of clinical communication and collaboration solutions in the U.S.
  • We're making much-needed, major changes in the healthcare industry - allowing nurses and doctors to treat more patients, more quickly
  • Prime office space in the major tech ecosystems of California - Silicon Beach and Silicon Valley - each complete with a loaded fridge and tons of other perks (think rock climbing wall, food trucks, yoga, happy hours & more)
  • An opportunity to work closely with a proven executive team, board, and serial entrepreneurs (www.tigerconnect.com/about)
  • A fun environment that embraces a “work hard-play hard” culture
  • We have team members that love what they do and are willing to go the extra mile to help clients, support the company's rapid growth, and ultimately optimize healthcare workflows
  • This is a full time opportunity with a competitive salary, medical benefits, and 401K matching plan

 

TigerConnect is an Equal Opportunity Employer.

*Recruiting firms that submit resumes to TigerConnect without first entering into a written contract with TigerConnect will not be entitled to any compensation on candidates referred by that firm.