About Augmedix:Augmedix is a health care services technology platform deployed in 40 states in the U.S. with many of the nation’s largest health systems. Our mission is to rehumanize the doctor-patient interaction. We provide remote, real-time EHR scribing and productivity services to outpatient doctors. Our service saves clinicians more than 10 hours a week and increases clinical efficiency by 40%. Our five major health system customers are also investors in the company. 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!Job 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.
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.
Comfortable working hybrid/night shift to accommodate US time zones
Master's / Bachelor's degree in any discipline from any reputed universities preferred
Knowledge of customer support ticketing system (e.g., Freshdesk, Zendesk) and/or CRM system (e.g. Salesforce) will be advantageous.nbsp;