Technical Support Specialist – L2/L3
Posted 28 days ago
You'll complete your application on Auditdata's career site.
About the Role
This cloud-based organization leverages data to create cutting-edge software and hardware tools for the audiology field. These products are engineered to streamline clinical processes and improve the patient experience across every stage, including screening, device fitting, and long-term care. By offering solutions that boost operational productivity and care standards, the company assists audiology clinics in refining their practice management. They are currently seeking a skilled technical expert to deliver high-level support for these essential systems.
Requirements
- You need a minimum of five years of experience in a technical support capacity, specifically at the tier 2 or tier 3 level.
- You must demonstrate deep knowledge of support operations, such as incident and problem management, and have hands-on experience using CRM or Helpdesk reporting platforms.
- You are required to be skilled in resolving issues for cloud-based SaaS products, such as ERP, CMS, or CRM applications, and capable of writing technical content like knowledge base entries and runbooks.
- You must be prepared to lead meetings, have superior verbal and written communication skills in English, and exhibit a proactive mindset when addressing intricate technical problems.
- The position requires flexibility to work across various international time zones, and background in clinical management, audiology, or medical hardware is highly preferred.
Responsibilities
- You will act as the main point of contact for corporate clients, handling support communications and meeting all required service level agreements.
- Your tasks involve diagnosing software and hardware problems, recording steps to reproduce issues for engineering staff, and managing escalations to Development and DevOps teams.
- You will function as a product authority, assisting partners with configuration, spotting defects in updated software, and updating the internal knowledge repository.
- Additionally, you will organize ticket review sessions, perform data analysis to pinpoint ongoing trends, and generate root cause reports to enhance product reliability and user experience.
Benefits & Perks
- You will join a stable, product-centric firm that promotes long-term career stability.
- Staff members work within a flat organizational hierarchy that prioritizes strong ethical standards.
- Professional development is encouraged through access to training, paid educational programs, and certifications relevant to the industry.
- This position is fully remote and operates within an inclusive workplace that emphasizes equal opportunity.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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