Technical Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver tactical daily technical support to operational contacts.

• Comprehend clinical workflows and implement PerfectServe solutions to enhance them.

• Collaborate with customer contacts to boost adoption, train on self-administration best practices, and optimize account setups.

• Leverage Zendesk to ensure precise and prompt resolution of service requests in conjunction with the Support Center.

• Oversee, resolve, and document intricate and escalated requests and configuration adjustments.

• Generate and analyze reports for business reviews, using custom reporting and analytics tools.

• Contribute to the documentation of products, processes, and best practices.

• Provide tier-three technical support and engage in product feedback and enhancement requests.

• Investigate and meticulously document reported technical issues from clients.

⛳️ Requirements

• Strong technical proficiency and the ability to implement PerfectServe solutions in intricate environments.

• Capability to handle multiple tasks and resolve technical issues under pressure.

• Exceptional skills in relationship-building along with excellent written and verbal communication.

• Outstanding customer service mindset with a dedication to surpassing expectations.

• Adaptability, a robust work ethic, and a desire for professional growth.

• Bachelor’s degree or equivalent experience.

• Preferred: 1+ years of experience with PerfectServe implementation or support.

• Preferred: 2+ years of experience assisting SaaS customers or troubleshooting technical workflows.

• Preferred: Experience in healthcare or clinical workflows.

• Proficiency in reporting tools (e.g., Looker) is advantageous.

• Willingness to travel occasionally (less than 10%).

🏝️ Benefits

• Remote-first work environment.

• Health, Dental, Vision, Life, and Disability Insurance options available from day one.

• 401K with matching contributions and immediate vesting.

• 17 company holidays, 2 floating holidays, plus a competitive paid time off policy.

• Opportunities for internal advancement.