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 Augmedix: Our Technical 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 Technical 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 learning, have a strong sense of collaboration, and enjoy answering technical questions, this may be the perfect role for you! Job Responsibilities
Provide real-time solutions and document all technical problems faced by the US-based doctors and their remote scribes using augmented reality technology service via Google Glass in health carenbsp;
Analyze, determine the root cause of Augmedix devices related issues, and troubleshoot it by implementing appropriate steps.
Monitoring network performance using various tools such as Grafana, Augmedix Admin portal, Airwatch, and other Augmedix customized tools to come up with solutions in a real-time environment.
Manage smooth operation and optimum performance of VMware Horizon Client and Active Directory
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 up time.nbsp;
Incident management through creating trouble tickets (Freshdesk/Jira) as required for any technical issues that arise and 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 written, verbal communication and documentation skills are essential.
Track record of learning technical troubleshooting steps quickly; 0-2 years of experience in technical support or IT preferred.
Comfortable working hybrid/night shift to accommodate US time zones.
Empathy for the customer. Strong sense of accountability to drive issues to resolution
Time-management skills, ability to establish reasonable and attainable deadlines for resolution.
Master's / Bachelor's degree in CSE/ CS/nbsp; EEE / ETE/ ECE / IT accredited from any reputed universities preferred.
Knowledge over VMWare, Active Directory and Freshdesk will be advantageous.nbsp;