Support Specialist

Deliver exceptional application support to our customers, providing information, best practices, and process guidance. This role supports both existing products and new platform features. The primary communication method is written English, requiring strong written language skills. This role is the initial point of contact for user assistance and a key component of our Customer Retention strategy.

Responsibilities

Deliver exceptional application support to our customers, providing information, best practices, and process guidance; Answering customer questions about general product features and behaviors; Handling common technical tasks and activities according to specifications; Gathering clear requirements for every support ticket, with a particular focus on escalation tickets, and collaborating cross-functionally with various product and engineering teams; Responding to your workload with consistent operational rigor and modeling best Dragon behaviors in communication, timeliness and follow-through

Requirements

2 years in a customer/technical support role, preferably using Service Cloud or similar, as well as Gainsight and Jira; Clear written and verbal communication skills in English; Technical knowledge and understanding of google suite and basic configuration structures; 4 year Degree from University (STEM degrees preferred); Positive attitude towards work/life

Nice to have

Understanding of the healthcare industry (US or other) and prior support experience in this field; Technical knowledge such as SQL; Understanding of the lifecycle of software company