Job Information
Volpara Health Technical Customer Support Specialist in Lynnwood, Washington
Here at Volpara, we're on a mission to save families from cancer. By combining our ground-breaking Breast Health Platform with empowered patients, we are unleashing a revolution in cancer detection. You can check out more about what we do here: https://youtu.be/YoWsuV64uAI?si=iqzcN7PAiXoogwSg
If you are based in the Pacific time zone only, then read on to find out more about this fantastic opportunity to join our growing company making big changes in the world.
Purpose: This role provides advanced technical support, primarily focused on in-depth troubleshooting and resolving complex customer issues. The Technical Customer Support Specialist ensures exceptional technical expertise and superior customer service for our expanding customer base. Success in this role is measured by timely resolution of customer issues within agreed service levels (SLAs) and by maintaining customer satisfaction.
Responsibilities: • Own and manage all assigned customer cases, providing thorough documentation and reasoning for actions taken, while ensuring tickets are updated regularly. • Diagnose and resolve technical problems, incidents, or complaints by working closely with customers to gather necessary details. • Escalate complex issues to appropriate teams as needed, while managing customer expectations and communication throughout the case. • Provide training and guidance to staff and stakeholders on technical matters when required. • Actively contribute to and maintain the knowledge base for self-help, ensuring that new insights and lessons learned are documented. • Act as a customer advocate within the company, ensuring customer problems are resolved within their SLA and their experience is consistently positive. • Assist in the implementation of new tools and technologies that enhance troubleshooting and improve overall team efficiency. • Collaborate with Customers, the Customer Success Team, Product, and Software Engineering teams to resolve technical issues impacting customers. • Participate in occasional, pre-scheduled on-call shifts, as required, to ensure 24/7 support coverage.
Competencies
Customer Focus:
Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
Peer Relationships:
Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of p