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Artisight · 10 hours ago

Support Engineer Lead

United States

Full-time

Remote

Senior Level

5+ years exp

Artisight, Inc. is a smart hospital platform powered by industry-defining artificial intelligence to enhance virtual care and quality improvement. The Support Engineer Lead will provide first-line application support, lead the Technical Support Team, and ensure effective communication and solutions for client needs.

Artificial Intelligence (AI)Health CareHospitalInternet of ThingsMedicalSensor

H1B Sponsor Likely

Responsibilities

Leading and mentoring the Technical Support Team, communicating and adhering to procedures, policies and goals; monitoring queues and assisting with daily requests

Provide product expertise for end-users, handling escalated issues. You’ll act as a key contact for clients. You’ll analyze client needs and assist clients in translating these needs into technical requirements and solutions

You’ll help create written documentation outlining proposed solutions for common client issues and requests, which may include written internal knowledge base articles, recorded tutorials, and other processes

Utilize application of systems analysis techniques and procedures, including consulting with users, to determine hardware, software, or system functional specifications

Provide client support, solutions and assistance by ensuring the team is managing support tickets in a timely manner; responding to application issues via phone, email and computer chat

Learn and gain exposure to all of our tools to become a product knowledge expert

Work cross-functionally with different departments to grow your knowledge and ensure we have healthy communications across the organization and truly provide our clients with the best experience

Work with Client Success and Product Managers to share feedback to understand customer feedback and improve technology/relationships

Run diagnostics to resolve customer reported issues

Take lead on escalating issues to the Engineering Team

Follow-up with customers to ensure issues are resolved

Qualification

Technical customer supportService Desk applicationsITIL best practicesMicrosoft productsProblem solvingHighly organizedLearn quicklyCommunicationDetail oriented

Required

Experience (5+ years) in technical customer facing roles, preferably in the Enterprise Technology space

Flexibility to work a variety of schedules

Knowledge of Service Desk ticketing applications

Knowledge of ITIL and Service Desk industry best practices

Knowledge of Microsoft products including the Windows operating system, Mac OS and Office applications

Excellent oral communication skills

Detail oriented in order to keep detailed notes on tickets

Highly organized to keep Help desk tickets order

Ability to diagnose and resolve basic computer and application technical issues

Ability to work through ambiguity and deal with shifting priorities

Excellent problem solving skills and willingness to go above and beyond

Desire and ability to learn quickly and apply new skills

Preferred

Experience in the healthcare or AI industry

Experience leading a team of Support Technicians

Desire to learn and grow with the company

Company

Artisight

Artisight is an IoT sensor network for healthcare to provide virtual care, quality improvement, and care coordination solutions.

Founded in 2017

Chicago, Illinois, USA

51-200 employees

https://www.artisight.com

H1B Sponsorship

Artisight has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2020 (1)