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Client & Patient Support Engineer GetWellNetwork
THIS JOB HAS EXPIRED
Tracking Code97-621
Job Description
GetWellNetwork is a high-growth software company in the healthcare industry and is based in the Washington DC-area with employees located throughout the country. We pioneered the interactive patient care industry. Our clients are changing the nature of healthcare in America by using our tools to flip the model of patient care on its head. Our software applications empower healthcare providers, patients and families with information, tools and community needed along the patient journey to improve outcomes.
Our employees are changing the lives of millions of patients and their families every day. If you consider yourself a rock star who loves working in a high-growth, dynamic environment filled with passionate employees then we want to meet with you, as we have your dream job! Opportunity: Client & Patient Support EngineerThe Client & Patient Support Engineer will be responsible for performing daily activities of technical support escalation team, supporting escalations for the Help Desk and GetWellNetwork account teams in the field, and working with other engineers to address client requests. This position requires the skills to successfully and effectively manage internal and external client relationships while providing technical support on the PatientLife:)System. It requires a balance of customer service skills with the system and technical knowledge, ingenuity, and ability to solve problems that may be outside the candidate?s core area of expertise.GetWellNetwork is a high-growth software company in the healthcare industry and is based in the Washington DC-area with employees located throughout the country. We pioneered the interactive patient care industry. Our clients are changing the nature of healthcare in America by using our tools to flip the model of patient care on its head. Our software applications empower healthcare providers, patients and families with information, tools and community needed along the patient journey to improve outcomes.
Our employees are changing the lives of millions of patients and their families every day. If you consider yourself a rock star who loves working in a high-growth, dynamic environment filled with passionate employees then we want to meet with you, as we have your dream job!
Opportunity: Client & Patient Support Engineer
The Client & Patient Support Engineer will be responsible for performing daily activities of technical support escalation team, supporting escalations for the Help Desk and GetWellNetwork account teams in the field, and working with other engineers to address client requests. This position requires the skills to successfully and effectively manage internal and external client relationships while providing technical support on the GetWellNetwork system. It requires a balance of customer service skills with the system and technical knowledge, ingenuity, and ability to solve problems that may be outside the candidate?s core area of expertise.
Responsibilities:
Perform daily responsibilities of technical escalation support and product configuration requests.
Become a knowledge expert in all aspects of the product(s).
Respond to telephone and email inquiries from internal clients (IPC Managers) and external clients (nurses, patients, client IT departments, etc.) regarding problems with GetWellNetwork products.
Record, research, and troubleshoot technical issues reported by clients.
Act as primary liaison between participating groups (IPC Managers, Field Support, Software Development, and Client) to document issue, monitor progress/resolution of reported issue, and manage delivery of resolution to client.
Provide timely communication on status and resolution of issues to client and internal team regarding service requests and escalations.
Ensure efficiency, productivity, and quality standards are met for all clients according to established service level agreements.
Required Skills
Demonstrated customer service skills, including verbal and written communication - STRONG ownership of the problem including the ability to provide thorough and effective updates to clients at the technical and leadership level.
Comfort learning new systems and working in environmnets with many variables outside our direct control.
Must be project-oriented, energetic, positive, patient, passionate, dependable, and good at multi-tasking in a fast-paced environment.
Demonstrated work ethic, level of trust and dedication to delivering quality work that consistently exceeds expectations.
Spanish fluency considered a plus.
Required Experience
Experience providing excellent troubleshooting skills and technical support on a software/hardware product.
Experience with at least several of the following: VNC, SSH, Linux, SVN, XML, HTML, Java, C, Embedded systems support, Scripting (Bash, etc.), Media tools (VLC, MPlayer), XUL, Javascript, Hardware cabling, AV and Video Systems, database management tools, and tools used in 24 hr/day monitored support environment.
Able to work a scheduled shift possibly including evening, overnight, weekend shifts and rotating on-call coverage.
Job Location
Bethesda, Maryland, United States
Position Type
Full-Time/Regular
| Location: | 7920 Norfolk Avenue 11th Floor Bethesda, MD 20814 United States |
|---|
THIS JOB HAS EXPIRED
GetWellNetwork
Investors: FreshTracks Capital, The Grosvenor Funds, Valhalla Partners, Village VenturesAll Jobs: at GetWellNetwork
| Web Site: | www.getwellnetwork.com |
|---|---|
| Headquarters: | 7920 Norfolk Avenue 11th Floor Bethesda, MD 20814 United States |
| Industry: | IT Services |
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