Technical Support Specialist (Tier 2- Remote Worldwide)
Mellowood Medical, Mexico
Job Description
Mellowood Medical is a fertility-industry dedicated software organization with over 20 years experience within leading fertility centres. The team is made up of IT professionals embryologists, and our scientific advisory board includes Nobel Prize Winning institutions. Our distributed worldwide team proudly serves hundreds of Fertility Clinics around the globe and leverage the latest technology to improve fertility patients care.
Taking care of hundreds production environments is not an easy mission. There are a few things that can go wrong in this process; including software bugs, connectivity issues, or even hardware faults. That’s where you come in!
You will own the customer experience and ensure fertility patients and clinical staff have best-in-class support and service. You’ll make sure our customers are taken care of when they experience production issue. This is a customer-facing role where you’ll directly interact with stakeholders to solve their technical issues and do troubleshooting using our software tools. Most importantly, you’ll design processes and systems to monitor and proactively identify and triage production issues before users ever notice, ensuring a consistent, quality customer experience. Also, you will have an opportunity to participate in writing user facing documentation in form of Kb's, blogs, video tutorials.
We are looking for a Junior to Mid-level customer experience specialist with a technical background or a software developer with customer-facing background for this role. You will work remotely to ensure clinics work as expected and interact correctly with the software.
What you will do:
- Deployment of Web solution using Azure Pipelines, configuration and production support.
- Research and identify solutions to software and hardware issues in Windows server, Web/Mobile Browser and Windows Azure cloud environments.
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers, testers, product managers)
- Refer to internal database or external resources to provide accurate tech solutions
- Write user facing documentation, user guides, KBs and Blog posts in English.
- Ensure all issues are properly logged.
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Document technical knowledge in the form of notes and manuals
Requirements
- The ideal candidate will have:
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
- Hands-on experience with Windows/Azure Cloud/Mac OS/ Linux environments including manual and automated deployments.
- Good understanding of Windows computer systems, mobile devices.
- Ability to diagnose and troubleshoot basic technical issues related to IIS, SQL Server, SMTP.
- Familiarity with remote desktop applications and help desk software (e.g. Jira)
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help and training, both written and verbal
- BS degree in Information Technology, Computer Science or relevant field
- Additional certification in Microsoft or similar technologies is a plus
- Fluent English.
Benefits
- Fast paced, dynamic, highly productive environment
- Professional growth opportunities
- This is a full-time permanent opportunity with a best-practices oriented product-based company and 100% remote (work from home) now, and after COVID-19.
- Performance based bonus
When applying for this job, please send your resume and cover letter in PDF format. Please include answers to the following questions in the cover letter.
- Availability:
- Current Location:
- Annual Salary Expectation (Kindly specify expected compensation in USD)
*Note that we'll ask promising candidates to do a take-home assignment for us. We do appreciate your time and effort in applying for this position. We are committed to responding within 7 business days. The interview process is very straightforward. So, give us a go!