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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.  

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