Offer summary

Qualifications:

Minimum of 5+ years’ experience in customer service/support, preferably technical., Technical degree or equivalent experience is required., Excellent written and verbal communication skills in English are essential., Desirable certifications include Microsoft, VMWare, Citrix, AWS, ITIL, Cisco, and CompTIA..

Key responsabilities:

Provide technical support for Imprivata products throughout their life cycle to external customers and partners.

Diagnose and debug complex software issues in networked and virtualized environments.

Utilize Salesforce to manage case details and ensure timely resolution and closure of cases.

Collaborate with team members and create knowledge articles based on problem analysis and case resolution.

Job description

Description

Come join a winning team! Here at Imprivata, you’ll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.

While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun.

We are seeking a Customer Support Engineer II to join our team for this remote opportunity out of Costa Rica!

Job Summary

Provides technical support covering the full life cycle of Imprivata products to external customers and partners. Diagnoses and debugs technically complex software in networked and virtualized environments. Isolates and resolves problems in customer configurations and deployments. Reports product flaws or reliability limits to engineering.

Duties and Responsibilities

Communication Skills

Good standard of verbal and written English and a professional telephone manner
Can convey technical information at the appropriate level for any audience
Strives to empathize, advocate for, and maintain positive relationships with colleagues and customers
Additional written and spoken languages (Spanish and other European languages) an advantage but not essential

Productivity / Efficiency

Leverages individual and team knowledge and expertise, knowledgebase, documentation and other information sources to help solve problems
Good time management skills and demonstrated ability to effectively prioritize own workload
Able to troubleshoot, debug and reproduce customer scenarios
Logical thinker with analytical and problem-solving skills
Learns rapidly through both formal and informal training
Required to be flexible, detail-oriented and organized with the ability to multi-task
Works toward becoming a recognized Subject Matter Expert in one or more products or features

Escalation Management

Consistently applies appropriate sense of urgency and proactivity
Recognizes the need for case re-prioritization and escalation based on customer and business impact

Mentoring / Training

Ability to create and deliver peer-level technical training
Comfortable training fellow team members
Independently creates reusable knowledge articles based on problem analysis and case resolution and contributes to ongoing Knowledge article maintenance

Case Management

Use the Salesforce call tracking system to record all case details in timely manner
Close cases in the system in a timely manner once resolved/completed
Meets or exceeds individual and team targets & SLAs
Ensure CRM data are kept up to date at all times
Makes use of diagnostic tools to analyze and resolve customer issues

Additional Responsibilities

Adhere to regular shifted hours, with additional coverage flexibility as required
Provide scheduled After Hours coverage on a rotating basis.
Occasional travel for onsite support, business meetings, training, conferences, etc., as required
Respects and maintains customer and partner confidentiality
Collaborates effectively across functions and departments
Other duties as assigned and required

Qualifications

Required:

Minimum of 5+ years’ experience providing customer service/support (application or technical ideally)
Technical degree or equivalent experience
Excellent written and verbal communication skills in English
Must be able to work 9AM-6PM CT

Desirable:

Industry certifications such as Microsoft, VMWare, Citrix, AWS, ITIL, Cisco, CompTIA
Experience working with MDM platforms, Android and IOS administration
Understanding/experience of Application and Desktop Virtualization, especially Citrix
Experience troubleshooting applications on Linux OS
Knowledge of Microsoft Active Directory / User Management / LDAP concepts
Experience in IT/ Security application support in a healthcare environment

At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!

Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

#LI-Remote #LI-SF1

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