Technical Support Specialist II

Skip to main contentWe use cookies to make the safest and most effective website possible.DeclineAccept CookiesJoin Us In Transforming Healthcare CommunicationsSign InTechnical Support Specialist II page is loadedTechnical Support Specialist IIApplylocationsHybrid - Mexico City, Mexicotime typeFull timeposted onPosted 7 Days Agojob requisition idR003282TigerConnect transforms healthcare with the industry’s most widely adopted clinical collaboration platform – uniquely modernizing the way doctors, nurses, care teams, patients, and data connect. With solutions spanning care team communication, scheduling automation, alarm management and event notifications, nurse call, patient engagement and more, we accelerate productivity, reduce costs, and improve patient outcomes, safely and securely. More than 8,000 healthcare organizations trust us to deliver enterprise-ready solutions, making this possible with the right group of dedicated, thoughtful trailblazers. Today, private practice doctor’s offices, small and large hospice centers, and some of the largest healthcare organizations in the United States rely on TigerConnect. We’re a fun, hungry, smart, innovative group of eclectic people who are passionate about transforming the way clinical care teams work and communicate.We are seeking a bright and energetic Technical Support Specialist II to join our team. This is an exceptional opportunity for recent graduates looking to kick-start their career in the tech industry and make a significant impact in a dynamic, fast-growing company. As the primary technical contact, you'll gain hands-on experience managing Tier 1 support tickets and escalations for our strategic enterprise clients.This is a hybrid position, working from our offices in the Reforma area of Mexico City, Mexico, 2 times a week.What You’ll Be Doing: Act as the first point of contact, responding to a high volume of support tickets via various communication channels that include email, phone and chat Exceed customer expectations by providing timely responses and creating a positive experience Get hands-on experience by owning support escalations & bugs - troubleshooting, gathering facts, and replicating issues before escalating to R&D Prioritize urgent requests by responding to them in adherence to our SLAs Assist customers with general support inquiries including, but not limited to, login, user management, messaging, and settings requests Maintain meticulous records of your troubleshooting efforts in Salesforce gaining practical experience with these platforms Contribute to the TigerConnect Community and knowledge base by authoring articles while resolving customers' technical issues Aim to become a Subject Matter Expert across all our advanced premium features and API integrations Take on special projects and additional duties as needed, providing variety in your role What You Bring: Excellent customer service skills coupled with a professional, calm, and positive attitude 1-3 years of relevant experience Strong written and verbal communication skills - able to communicate effectively with both technical and non-technical customers Exceptional multitasking, organizational, and time management skills, with a keen attention to detail Must be a great listener that is truth seeking by researching, analyzing, and identifying solutions that result in complete customer satisfaction A proactive approach to problem-solving, backed by data and informed decisions Familiarity with API and webhook integrations, or a keen interest to learn Flexibility to work variable schedules as necessary A team-oriented mindset, with the flexibility to work independently and participate in an on-call rotation or weekend shifts as needed This role provides an exceptional stepping-stone for recent graduates or experienced professionals keen to dive into the tech industry. If you're passionate about customer service, excited by problem-solving, and keen to learn from a dedicated and experienced team,...