Job type: Permanent
Experience level: More than 1 year
Manager: David Boudreau, Lead QA Engineer
Technologies:
ZenDesk | JIRA | Web Developer Tools | HTML/CSS | javascript | python
Role and Responsibilities:
We’re seeking an ambitious Tech Support Engineer to join Circulation’s team in either our Boston or New York City office. This is a multi-faceted role where you’ll be autonomous in delivering quality technical support to rapidly growing client services and engineering teams. A successfully candidate enjoys solving complex and technical problems, is an investigative thinker, and strives to provide a high level of satisfaction for our internal teams. For the right candidate, there is the opportunity to take on a leadership position and grow the tech support team from the ground up.
Essential Duties and Responsibilities:
· Triage, respond to, and prioritize internal client services requests in a timely manner while maintaining a high standard of professionalism and a focus on users’ satisfaction.
· Troubleshoot all aspects of Circulation’s web-based platform and mobile apps.
· Investigate complex user issues, diagnose product bugs, and resolve requests.
· Liaise between Client Services and the QA, Product, and Engineering teams for extremely technical issues and escalations.
· Maintain detailed training and support documentation for internal use to both strategically identify and understand user trends.
· Contribute and drive the development of best practices, team processes, and peer training.
The successful candidate should have 3-4 years experience:
· in a client facing role; preferably in a technical support or help desk function.
· with managing a support ticket queue in JIRA, Zendesk, or similar system.
· with HTML/CSS, Javascript, Python, Web APIs, and familiarity with network inspection on mobile and web.
We are looking for someone who:
· understands the core objectives of the client services team and is passionate about leveraging technology to create successful customer experiences.
· takes initiative with confidence.
· is a highly motivated self-starter with the ability to work well individually as well as part of a team.
· has impeccable written and verbal communication, time management, and organizational skills.
· has the ability to think on your feet during challenging situations, adaptable to change, and thrives in a fast-paced, high growth environment.
Benefits:
· Excellent health benefits
· Commuting subsidies
· Unlimited vacation
· Bright, big, sunny office
· Lyft rides on us!
· Fun & Flexible Team
· Cold Brew Coffee on Tap
· Awesome downtown location
· Competitive compensation
About Circulation:
Circulation is the nation's only all-in-one healthcare transportation platform with built-in connectivity between hospital information systems, non-emergency medical transportation providers, and ride sharing services.
Circulation seamlessly brings together all patient and ride-related data needed by medical transportation coordinators within a single, web-based, secure HIPAA-compliant dashboard. By harnessing the power of data, analytics, and on-demand transportation, Circulation provides a smarter, more affordable way to get patients to/from medical appointments and ensure they get the care they deserve.