Position: Technical Support Specialist II
Location: Bangalore
Org: Suki.ai ( www. suki.org )
What we want to accomplish and why we need you
Suki is creating a new category in the health tech space – the digital
assistant. We are going to be the voice user interface for healthcare. What
does that mean? Currently, doctors use their electronic medical record system
to track patient encounters (a digital version of the old paper charts you
used to see in your doctor's office and on TV). These systems can be hard to
navigate and very time consuming to manage – time that doctors would rather
have to spend with their patients. This is the problem we're solving right
now! Doctors that use Suki already spend over 50% less time on administrative
tasks and we're striving to do even better.
We are building Suki by spending time with our customers to understand
features that will truly make their lives better. We're a team of
technologists, clinicians, and industry experts working together to push the
limits on technology used in medicine and even how medicine is practiced.
We're growing fast and we're ready to add a talented customer support
professional to help us scale our operations.
What will you be doing?
As the Technical Support Specialist II , you will be the first line of
defense for our customers who need support. Your goal is straightforward:
ensure our customers are always happy and supported. You will ensure that all
issues or questions that our customers have are addressed immediately (either
by you or your team). You will be the central hub for any bug, issue,
question or feature request that comes from either our external or internal
customers. The role will work directly with customer success, operations,
engineering and product and will work to solve, triage, and escalate all
customer issues and feedback.
This team will be supporting Suki users 24 hours a day, 7 days a week,
therefore working outside of normal working hours, including weekends and
overnight shifts, will be required.
Ok, you're sold, but what are we looking for in the perfect candidate?
User-centered: You are obsessed with the customer experience. You're
energized by talking to customers, and you can't wait to translate key
consumer needs into business and product requirements. You have an innate
understanding of user behavior.
Data Driven: You use metrics to drive decision-making
Self-starter: You are motivated by impossible challenges and energized
by creating something new.
Process Oriented: Our tech support process will constantly need to be
iterated on to ensure our users have the best experience possible, and
you're excited about this.
Technical experience : You have the ability to handle complex
technical issues that may require a good level of engineering
understanding.
Adaptability: You thrive in a fast-moving organization that uses
light-weight processes and cutting-edge technology to have a huge impact.
Rigor: You are detail oriented and hold others to a high standard.
Qualifications
A minimum of 6+ year's experience in application development or Level 3
support is desired.
Assist with day-to-day production/non-production concerns, serve as a
point of contact for urgent and/or complex issues, and manage
expectations.
Applying standards and researching/sharing best practices, learning new
products and product updates and proactively sharing knowledge with teams,
documenting and escalating gaps/weaknesses, and documenting technical
specifications.
It is necessary to have prior experience deploying, running, and
supporting software services, as well as troubleshooting and fixing issues
in a production-grade SaaS environment.
Must be detail-oriented, self-directed, and have excellent follow-up
abilities, as well as be results-oriented.
Understanding of microservice-based architectures and the principles of
the Linux operating system
Experience with technologies such as JIRA, Salesforce, and Intercom, as
well as handling support tickets/customer forums, etc.
Technically adept with cloud services and a thorough understanding of
SaaS.
Communication and conflict resolution abilities that are second to none
Task management abilities, as well as the capacity to analyze critically,
prioritize efficiently, and communicate quickly are required.
Experience using or integrating with an EMR is a plus
Exceptional written and oral communication skills, including English
usage, grammar, punctuation, and style.
Design appropriate metrics for reporting on key performance and quality
indicators, particularly in terms of in-depth trend analysis
Provide regular verbal and written communications regarding status, risks,
issues, as well as makes recommendations for remediation or change
Understanding of medical documentation and medical terminology required
Scribe or medical transcription experience strongly preferred
Understanding of advanced network architectures, networking domain,
Kubernetes and deploying containerized services on Google Cloud platform
would be preferred.
Analytical skills and experience with tools/processes needed for data-
driven decision-making.
We don't necessarily expect to find a candidate that has done everything
listed, but you should be able to make a credible case that you've done most
of it and are ready for the challenge of adding some new things to your
resume.
Tell me more about Suki
Series C raised last year!
On a roll: Announced major partnerships with Google
Great team: Founded, managed and backed by successful veterans of
Google and Apple in tech and UCSF and Stanford in medicine. We have
technologists and doctors working side by side to solve difficult
problems.
Great investors: We're backed by Venrock, First Round Capital, Flare
Capital Partners, Marc Benioff and others.
Huge market: Disrupting a massive, growing $30+ billion market for
transcription, dictation and order entry solutions - our vision is to
become the voice user interface for healthcare, bringing innovation that
relieves the administrative burden on doctors instead of adding to it.
Great customers: Help our doctors save time in their day so they can
focus on providing great care.
Impact: A fun and exciting start-up culture that empowers its people
to make a huge impact.
Suki is an Equal Opportunity Employer. We are dedicated to building a company
that fosters inclusion and belonging and reflects the diverse communities we
serve across the country. We know we are stronger this way and we look forward
to growing our team with these shared values.
To all recruitment agencies: Suki does not accept agency resumes. Please do
not forward resumes to Suki (or any related) jobs alias or directly to any
Suki employees. Suki will not be responsible for any fees related to
unsolicited resumes.
