Technical Support Engineer

About Impilo: Impilo is at the forefront of transforming healthcare through innovative technology. Our mission is to empower healthcare providers with cutting-edge solutions that enhance remote patient care, improve operational efficiency, and streamline health data management. We are dedicated to making healthcare more accessible, efficient, and effective for all.

More specifically, Impilo supports organizations running remote healthcare programs with a suite of logistics and operations services, which we deliver via web app, mobile app, and API.

Job Summary: As a Technical Support Engineer at Impilo, you will be the first point of contact for our clients seeking technical assistance. You will provide support through various channels, including email, phone, and chat. Your ability to troubleshoot and resolve technical issues efficiently will be crucial in ensuring client satisfaction and the smooth operation of our solutions.

Key Responsibilities:

Client Support:

• Respond to client inquiries and provide technical assistance via email, phone, and chat.
• Diagnose and troubleshoot technical issues, guiding clients through solutions.

Issue Resolution:

• Escalate complex issues to higher-level support or engineering teams as necessary.
• Document and track issues to ensure timely resolution and follow-up.

Knowledge Base Management:

• Create and maintain comprehensive documentation for common issues and solutions.
• Contribute to the development of a knowledge base for internal and client use.

Client Training:

• Conduct training sessions for clients to maximize their use of our solutions.
• Develop training materials and resources to aid client understanding and utilization.

Continuous Improvement:

• Provide feedback to the product development team based on client interactions and identified needs.
• Participate in the continuous improvement of our support processes and tools.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field; or equivalent work experience.
• Proven experience in a technical support role, preferably in a SaaS or healthcare environment.
• Strong problem-solving skills and the ability to diagnose and resolve technical issues.
• Excellent communication and interpersonal skills.
• Ability to explain complex technical concepts to non-technical users.
• Proficiency in using support ticketing systems and remote support tools.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.

Why Impilo?

• Innovative Environment: Be part of a team that is transforming healthcare with cutting-edge technology.
• Professional Growth: Opportunities for continuous learning, professional development, and career advancement.
• Collaborative Culture: Work with passionate, driven, and supportive colleagues.
• Impactful Work: Make a real difference in the healthcare industry by improving patient care and operational efficiency.
• Competitive Compensation: Receive a competitive salary and benefits package.

How to Apply: If you are passionate about healthcare and technology and are excited about the opportunity to make a significant impact, we would love to hear from you! Please submit your resume and a cover letter detailing your experience and why you would be a great fit for this role.