What are the responsibilities and job description for the Technical Support Engineer/Analyst position at Pluto Health?
Who we are :
Pluto Health is on a mission to connect people to the care they need at the time they need it. We are a smart coordination platform that unifies health information from siloed sources and discovers best next steps for patients in minutes. We integrate medical history, insurance claims, social information and more to evaluate gaps and deliver on needed care and / or therapies. Our team creates personalized plans and works to address health needs alongside our enterprise partners. Whether it's preventive health care, at-home tests, or access to lifesaving clinical studies, our hope is to deliver the appropriate sources to patients at the time of need through our trusted network of partners including retail pharmacies, payers, and clinicians.
NOTE : This is an in-person hybrid role based on Durham, NC. Candidates will be expected to be in office 2.5 days per week.
About the Role :
We are looking for a proactive and customer-focused Technical Support Engineer to provide expert technical assistance and support to our customers. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for delivering outstanding customer service. In this role, you will be responsible for managing support tickets, investigating technical issues, and ensuring timely resolution to customer inquiries and concerns.
What you'll do :
- Ticket Triage and Management : Receive, prioritize, and manage support tickets from customers, ensuring timely resolution and escalation as needed.
- Technical Investigation and Troubleshooting : Conduct thorough investigations into reported issues, analyzing logs, system configurations, and other relevant data to identify root causes. Diagnose technical problems and provide effective troubleshooting and resolution to customers.
- User Support and Training : Provide technical assistance and support to end-users, including troubleshooting hardware and software issues, answering technical questions, and providing guidance on best practices. Conduct user training sessions to educate users on IT policies, procedures, and tools.
- Quality Assurance : Develop and adhere to company quality assurance principles. Create effective testing procedures for investigation and response. Diagnose, document and correct quality complaints and issues with both internal team and externally with customers.
- Documentation and Knowledge Sharing : Document investigation findings, troubleshooting steps, and resolution details for future reference and knowledge sharing. Contribute to the development of support documentation, FAQs, and knowledge base articles to empower customers and support team members.
- SaaS Application Management : Administer and manage access to a variety of SaaS applications while also ensuring secure and cost-effective SaaS account management
- Continuous Improvement : Identify opportunities for process improvement and optimization in the support workflow. Collaborate with cross-functional teams to implement solutions and enhancements that improve efficiency, quality, and customer satisfaction.
Qualifications :
What You Get :