Help Desk Specialist - Healthcare SaaS

Role Overview: You will be a Help desk specialist at Steer Health, a high-growth startup in the health tech industry. Your role will involve providing technical support to clients efficiently and accurately, serving as the front liner to solve basic technical problems and provide support in various areas. Your primary goal will be to ensure that customer value is maintained at the company's standards. Key Responsibilities: - Provide first level contact and convey resolutions to customer issues - Address tickets via Phone and Emails, and be an expert with Jira Ticketing Tool - Properly escalate unresolved queries to the next level of support - Track, route, and redirect problems to correct resources - Update customer data, produce activity reports, and walk customers through the problem-solving process - Follow up with customers, provide feedback, and see problems through to resolution - Utilize excellent customer service skills to exceed customers' expectations - Ensure proper recording, documentation, and closure of issues - Recommend procedure modifications or improvements - Preserve and enhance your knowledge of help desk procedures, products, and services - Excel in reporting and creating data visualization dashboards Qualifications Required: - Proven working experience in providing Help Desk support - Bachelor's degree or equivalent work experience - Minimum of 3 years of experience working in Helpdesk/Client facing roles - Proficient in Microsoft Office Suite (Word, PowerPoint, Excel) and Google Workspace (Docs, Sheets, Slides, Calendar) - Excellent organizational and time management skills - Strong verbal and written communication skills - Ability to multitask and prioritize in a fast-paced environment - High level of discretion and confidentiality - Strong problem-solving abilities - Ability to work independently and collaboratively in a team - Working knowledge of help desk Healthcare software, SaaS databases, and remote control - Strong client-facing and communication skills - Advanced troubleshooting and multi-tasking skills - BS degree in Information Technology, Computer Science, or equivalent Additional Details: Steer Health is a dynamic and driven startup redefining the health tech industry with a mission to make healthcare more accessible and efficient through innovative technology solutions. The team at Steer Health is passionate about improving healthcare and committed to exceeding customer expectations. Role Overview: You will be a Help desk specialist at Steer Health, a high-growth startup in the health tech industry. Your role will involve providing technical support to clients efficiently and accurately, serving as the front liner to solve basic technical problems and provide support in various areas. Your primary goal will be to ensure that customer value is maintained at the company's standards. Key Responsibilities: - Provide first level contact and convey resolutions to customer issues - Address tickets via Phone and Emails, and be an expert with Jira Ticketing Tool - Properly escalate unresolved queries to the next level of support - Track, route, and redirect problems to correct resources - Update customer data, produce activity reports, and walk customers through the problem-solving process - Follow up with customers, provide feedback, and see problems through to resolution - Utilize excellent customer service skills to exceed customers' expectations - Ensure proper recording, documentation, and closure of issues - Recommend procedure modifications or improvements - Preserve and enhance your knowledge of help desk procedures, products, and services - Excel in reporting and creating data visualization dashboards Qualifications Required: - Proven working experience in providing Help Desk support - Bachelor's degree or equivalent work experience - Minimum of 3 years of experience working in Helpdesk/Client facing roles - Proficient in Microsoft Office Suite (Word, PowerPoint, Excel) and Google Workspace (Docs, Sheets, Slides, Calendar) - Excellent organizational and time management skills - Strong verbal and written communication skills - Ability to multitask and prioritize in a fast-paced environment - High level of discretion and confidentiality - Strong problem-solving abilities - Ability to work independently and collaboratively in a team - Working knowledge of help desk Healthcare software, SaaS databases, and remote control - Strong client-facing and communication skills - Advanced troubleshooting and multi-tasking skills - BS degree in Information Technology, Computer Science, or equivalent Additional Details: Steer Health is a dynamic and driven startup redefining the health tech industry with a mission to make healthcare more accessible and efficient through innovative technology solutions. The team at Steer Health is passionate about improving healthcare and committed to exceeding customer expectations.