View Our Website View All Jobs

Technical Support Specialist

Avizia is an, early-stage high-tech company in the rapidly growing telehealth space. Our mission is to transform patient care by enabling any provider to communicate with any patient at any place. We are redefining healthcare with the only end-to-end telehealth platform that combines easy-to-use care coordination software with provider and patient mobile applications and the industry’s leading telemedicine video devices.  Avizia proudly delivers telehealth solutions to more than 400 hospitals and clinics around the world.

Our Support Team is looking for a part-time Technical Support Specialist to join our team, dedicated to providing the best possible customer support experience.  The Technical Support Specialist will provide frontline resolution of issues reported by providers, healthcare staff, and patients.  They will ensure the solutions and experiences we deliver meet and exceed our customers’ needs and team standards.  This person will be a key part of the Support Team and work closely with cross-functional teams across the organization to deliver awesome to our customers!  The Support Team operates in a 24/7 environment and shifts may include evenings and/or weekends.  This position is expected to work up to 28 hours per week.

Avizia is headquartered in Reston, VA (Washington DC area) with easy access to the Metro. We like to have fun, laugh, and achieve awesome.

The position will be located at Avizia’s office in Seattle, WA.

Duties & Responsibilities

  • Provide exceptional front-line support and act as the primary contact for hospitals, clinics, medical staff and end users via phone, email, and live chat
  • Perform technical troubleshooting and problem-solving of user’s mobile devices and applications, web based systems, hardware devices, and network connectivity
  • Utilize call-handling, incident management, and communication skills to accurately diagnose, document, and determine the necessary path for resolution; escalating as necessary to Support Engineers
  • Provide ongoing, regular updates to customers to keep them apprised of progress toward problem resolution
  • Respond, analyze, and escalate system monitoring alerts
  • Create and maintain customer self-service knowledge base articles using ZenDesk
  • Maintain a constant focus on exceeding expectations the first time, every time
  • Ability to work in fast-paced environment and quickly adapt to process changes
  • Must be able to work atypical shift hours including evenings and weekends
  • Perform other duties as assigned

Knowledge, Skills & Experience

  • High School diploma or equivalent GED preferred
  • 1-2 years’ experience of demonstrating excellent customer service skills in a technical support, helpdesk, or equivalent role
  • Clear, concise, professional and thorough verbal and written communication skills
  • Competent in communicating technical information to both technically inclined and non-technical individuals
  • Technical competencies including troubleshooting software/hardware systems. (i.e. Windows and Mac computers, Web and mobile applications, Browsers, etc.)
  • Comfortable supporting mobile devices such as iPhone, iPad, and Android
  • Analytical, critical and deductive reasoning required to troubleshoot user’s issues
  • Ability to multi-task, follow defined processes/procedures, and take direction positively
  • Effective in using MS Office Suite products (Outlook, Word, Power Point, Excel, etc)
  • Experience troubleshooting wireless network infrastructure and video conferencing endpoints preferred
  • Experience with Medical and Healthcare Industry and Terminology preferred

Additional Information

The position is located indoors in an office environment in our Seattle, WA office. The incumbent must be able to communicate with other individuals in person, via video, phone, and through email.  The incumbent may be required to sit or stand for extended periods of time and the job requires the incumbent to use reasoning and judgment to address and solve business problems.  The incumbent must demonstrate manual dexterity in order to use common office equipment. Applicant may be required to lift up to 20 pounds on an occasional basis.  This position requires minimal to no travel.  

Read More

Apply for this position

Required*
Apply with Indeed
Attach resume as .pdf, .doc, or .docx (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

150
To comply with government Equal Employment Opportunity / Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Gender
Race/Ethnicity

Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status
I IDENTIFY AS ONE OR MORE OF THE CLASSIFICATIONS OF PROTECTED VETERAN LISTED ABOVE
I AM NOT A PROTECTED VETERAN
I DON’T WISH TO ANSWER

Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 1/31/2020
Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities.i To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • HIV/AIDS
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Please check one of the boxes below:

You must enter your name and date
Your Name Today's Date
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.


iSection 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.


PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.