Technical Support Specialist

June 22, 2023
Offerd Salary:$30
Working address:N/A
Contract Type:Other
Working Time:Negotigation
Working type:N/A
Ref info:N/A

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 Operations and Support Manager, you will be a hands on team manager who is the first line of defense for our customers who need support. Your duties are to ensure our customers are always happy and supported, all issues or questions that our customers have are immediately addressed, and ensure our clinician users are receiving the highest quality output from our product. You will be the central hub for any bug, issue, question or feature request that comes from either our external or internal customers. You will be responsible for conducting quality audits in a timely manner which will ultimately lead to better continuity of care for patients.

You will build and manage a team of Operations and Support specialists and ensure that all work is completed with the highest quality and according to the guidelines set forth by leadership. Demonstrating excellent leadership, people management, and communication skills is essential, while proactively collaborating with other departments and the home office to improve processes and continually meet or exceed key metrics. You will work closely with leadership to develop the long-term strategy to continually improve and scale the Operations and Support organization.

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 some level of engineering understanding.
  • Adaptability: You thrive in a fast-moving organization that uses light-weight process and cutting-edge technology to have a huge impact.
  • Rigor: You are detail oriented and hold others to a high standard.
  • Qualifications

  • Adept with tools like JIRA, Salesforce, Intercom and experience with handling support tickets/customer forums etc.
  • Technically proficient with cloud services and basic understanding of SaaS services.
  • Exceptional written and oral communication skills, including English usage, grammar, punctuation, and style.
  • Strong computer, typing, and listening skills (typing speed of 60+ words per minute).
  • Impeccable attention to detail.
  • Project management skills with a keen ability to think critically, prioritize effectively, and communicate expediently.
  • Experience supporting software, preferably in an SaaS environment, required.
  • At least 10 years of scribe or medical transcription experience required.
  • At least 10 years management experience, including hiring and growing teams, required.
  • Strong understanding of medical documentation is a plus.
  • 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 B 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.

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