Client & Patient Support Engineer GetWellNetwork
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GetWellNetwork, Inc. provides patient engagement solutions that help health care providers engage, educate and empower patients along the care continuum. Our patient-centered platform, delivered across multiple technology platforms including mobile devices, computers and televisions, enables providers to implement a revolutionary care delivery model called Interactive Patient Care? to improve performance and patient outcomes. The company further extends the value of existing IT investments by integrating seamlessly with electronic medical record and patient portal applications.
GetWellNetwork has been recognized by KLAS as the leader in the Interactive Patient Systems category for the third consecutive year and is also exclusively endorsed by the American Hospital Association.
With more than 200 employees across the U.S., GetWellNetwork is dedicated to changing the lives of millions of patients and families every year. If you're passionate about working in a high-growth, dynamic and innovative environment that is changing an industry, then we want to hear from you!
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. This position will be located either at our headquarters in Bethesda, Maryland or Tampa, Florida.
Duties & 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.
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.
Experience providing excellent troubleshooting skills and technical support on a software/hardware product.
Able to work a scheduled shift possibly including evening, overnight, weekend shifts and rotating on-call coverage.
Tampa, Florida, United States
||Tampa, FL |
THIS JOB HAS EXPIRED