WHO WE ARE
SwipeSense is a healthcare technology company on a mission to eliminate harm and waste in medicine. Hospitals use our platform to prevent infections, make better use of their equipment, and improve the patient experience.
We believe in the power of data and partner with hospital teams to provide them with insights to sustain positive behavior change and deliver a predictable patient journey. We value relentless experimentation, a locked-arms attitude, and a shared purpose to improve the future of healthcare.
Our vision is to be the safety platform for hospitals with a growing number of applications such as hand hygiene compliance improvement, asset tracking, and nursing insights.
WHO WE NEED
At SwipeSense, we build products that help save lives. As a Support Engineer, you safeguard our client experience by resolving inbound client inquiries and executing workflows that result in optimal product configuration. You are a problem solver with exceptional service skills.
Tactfully, you leverage SwipeSense product knowledge, cross-functional support, and creative thinking to resolve technical requests for our customers. You advocate for users; monitoring and resolving events as they develop. You are a subject-matter-expert on current and future product applications.
You are comfortable interfacing with customers at the C-Suite level and able to raise interdependent issues/concerns that may impact deliverables or expectations. Customer-centricity is at the heart of your performance. You are passionate for process, rigor, and thrive working in a highly strategic and data-informed environment.
You have a continuous improvement mindset; driven to understand ‘why’ and able to suggest ideas to improve the current environment in a constructive manner. You think critically before acting.
PRIMARY ROLE
As a Support Engineer, you ensure the success of our healthcare customers by providing high quality technical support. You are a problem solver, enabling solutions with exceptional customer service skills.
KEY RESPONSIBILITIES
- Exceed customer expectations by providing high-quality service via phone, email, webinar, or chat
- Manage inbound ticketing system and engage customer stakeholders to troubleshoot and resolve issues via phone, email, and knowledge center
- Proactively investigate and monitor, then categorize and report on technical events
- Distinguish between bugs, tasks, and product improvements and escalate appropriately.
- Leverage existing reporting functionality to improve the health of the customer network
- Support product implementation through device readiness and system connectivity during customer installation with Field Service team
- Develop subject-matter-expertise on current and future product applications
QUALIFICATIONS
- Minimum 3 years of relevant experience in technical support-oriented roles
- Associate’s degree required
- Proven understanding of web technologies such as Chrome, Safari, Firefox, etc.
- Fundamental knowledge of network configuration and security preferred
- API, SQL, JIRA, HL7 experience preferred
- Proven record of exceptional customer relationship skills with timely resolution of support requests
- Ability to critically think through problems leveraging (and enhancing) playbook guidelines
- Ability to multi-task and report status through service event management tools
- Strong verbal and written communication skills
- Ability to travel up to 10%
Please note: position is full-time, at our Chicago headquarters or remote. SwipeSense offers competitive compensation, stock options and excellent medical and dental benefits. M/F/D/V