Help Desk Specialist - Healthcare SaaS

Steer Health is a high-growth startup redefining the health tech industry. We are on a mission to make healthcare more accessible and efficient through innovative technology solutions. Our team is a dynamic and driven group of individuals, passionate about improving healthcare.

Job Summary

We are looking for a Help desk specialist to provide technical support to Clients in an efficient and accurate manner. You will be considered as the firm’s front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.

Responsibilities

• Provide first level contact and convey resolutions to customer issues
• Addressing tickets via Phone and Emails
• Expert with Jira Ticketing Tool
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update customer data and produce activity reports
• Walk customers through problem solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Utilise excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation and closure
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products and services
• Excellent in reporting and creating data visualization dashboards

Requirements and skills

• Proven working experience in providing Help Desk support
• Bachelor's degree or equivalent work experience
• Minimum of 3 years of experience working in Helpdesk/Client facing roles
• Proficient in Microsoft Office Suite (Word, PowerPoint, Excel) and Google Workspace (Docs, Sheets, Slides, Calendar).
• Excellent organizational and time management skills.
• Strong verbal and written communication skills.
• Ability to multitask and prioritize in a fast-paced environment.
• High level of discretion and confidentiality.
• Strong problem-solving abilities.
• Ability to work independently and collaboratively in a team.
• Working knowledge of help desk Healthcare software, SaaS databases and remote control
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• BS degree in Information Technology, Computer Science or equivalent