Customer Support Specialist - Augmedix
Job Type | Full Time |
Job Sector | Customer Support/Call Centre |
Job Location | Dhaka |
Deadline | 30 September, 2022 |
About Augmedix:
Augmedix, Inc. (Nasdaq: AUGX) provides automated medical documentation and data services to large healthcare systems and physician practices, supporting medical offices, clinics, hospitals, emergency departments, and telemedicine nationwide. The Company's Ambient Automation Platform converts the natural conversation between physicians and patients into timely and comprehensive medical notes and performs a suite of related data services. These services relieve physicians of administrative burdens to enable more time for patient care. Augmedix's proprietary platform uses automatic speech recognition, natural language processing, and clinical datasets to capture the ambient visit conversation and generate a structured medical note. The structured medical note data is then used to deliver additional data services. Quality is assured by trained medical documentation specialists.
About the Role:
Our Customer Support team works 1:1 with doctors across the United States. They personally troubleshoot and escalate technical issues from our Bangladesh office. We expect our Customer Support Specialist to be hungry for a new opportunity to learn and grow in a position that is equal parts of customer success and technical support. If you are passionate about serving customers, have a strong sense of collaboration, and learn technical troubleshooting steps quickly, this may be the perfect role for you!
Responsibilities:
- Respond to customer requests with empathy, using strong verbal and written English communication skills.
- Drive fast resolution of requests in accordance with our Standard Operating Procedures and Service Level Agreements, collaborating with other departments as necessary.
- Analyze multiple tools and logs to determine the root cause of various components of the Augmedix technology stack (e.g. proprietary software, Google Glass / smartphone mobile device, customer network connectivity, employee network connectivity, server) and customer Electronic Health Record (EHR) software. Troubleshoot by implementing Standard Operating Procedures, escalating to other departments (e.g., Network Engineering, Software Engineering) as necessary.
- Maintain external communication with the Provider, Provider local IT, Global Scribe vendor IT, EHR IT, and also with other internal departments to ensure maximum service uptime.
- Properly document issues in several systems (Freshdesk/Asana/Salesforce) as required, including presentation of data/insight that will lead to effective problem-solving.
- Appropriate responses to different stakeholders and SLA adherence including proper escalations and requests where required.
Requirements:
- Excellent verbal and written English communication and documentation skills are essential.
- Track record of learning technical concepts steps quickly, either in previous work or educational experience; 0-2 years of experience in customer support or technical support preferred.
- Empathy for the customer. Strong sense of accountability to drive issues to resolution.
- Multi-tasking skills.
- Comfortable working hybrid/night shift to accommodate US time zones.
- Master's / Bachelor's degree in any discipline from any reputed universities preferred.
Augmedix is an equal opportunity employer. We are committed to providing equal employment opportunities regardless of sex, gender identity, race, religious creed, color, ancestry, age, disability, marital status, sexual orientation including being transgender and/or any other protected bases.