Tier 1 Technical Support Analyst

3 hours, 54 minutes ago
Full-time
Entry Level
Customer and Technical Support
assistiq.ai

assistiq.ai

AssistIQ provides healthcare providers with actionable insights to reduce supply waste, increase efficiency, and lower costs. Their AI platform tracks medical supply usage in real-time, delivering visibility and insights that benefit health systems acr...

Internet Software & Services
1-10
Founded 2021

Description

  • Respond to customer inquiries through phone, email, SMS, chat, and support tickets.
  • Provide first-line technical assistance for AssistIQ’s iPad and web solutions.
  • Document issues, troubleshooting steps, resolutions, and final dispositions in support tools.
  • Resolve common issues during the initial customer interaction.
  • Escalate complex issues to Tier 2 support, product, or engineering teams.
  • Coordinate follow-up between customers and internal AssistIQ teams.
  • Set customer expectations and keep support leadership informed of escalations.
  • Maintain current knowledge of AssistIQ products, troubleshooting procedures, and system updates.
  • Follow support workflows, playbooks, SLAs, and quality standards.
  • Participate in after-hours and weekend on-call rotations.
  • Provide written and verbal customer support in French for Canadian customers.
  • Suggest improvements to documentation, support processes, and customer experience.

Requirements

  • Technical troubleshooting experience with software applications on iPad, web, and integrated environments.
  • Strong problem-solving and issue-prioritization abilities.
  • Excellent verbal, written, interpersonal, and time-management skills.
  • Excellent written and spoken French communication skills.
  • Ability to quickly synthesize information, diagnose issues, and perform initial troubleshooting for complex problems.
  • Ability to identify when escalation to Tier 2 or engineering is needed and act promptly.
  • Growth mindset and ability to remain calm under pressure.
  • Ability to work effectively in a dynamic, high-growth startup environment.

Benefits

  • Health insurance.
  • Three weeks of vacation.
  • Ten sick days.
  • Flexible work hours.
  • Collaborative and engaging company culture.

Interested in this position?

Apply directly on the company website

Apply Now

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