Technical Support Representative (Level 1)

Avail

Santa Clara, CA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 03/28/2021
  • Website: avail.io
  • Company Address:

About Avail

Avail Medsystems is a pioneering medical technology company that provides simple cost-effective solutions that connect procedural healthcare professionals regardless of location. We accomplish this by separating the requirement of physical presence from the ability to collaborate during a procedure.

Job Description

Avail Medsystems is a pioneering medical technology company that is reinventing how medical procedures are supported by industry and clinicians. We are committed to delivering HIPAA compliant real-time video conferencing solutions that improve the quality, and lower the cost, of procedural care delivery. Our first-generation Avail Systems are currently being used to support procedures in the United States. Physicians are able to instantly connect with enhanced on demand support that is better than being there, with added capabilities such as the ability to annotate over live or paused video. We are looking for self-starters, who are good team players, to join us as we transform when, where and how procedural support is delivered.

Technical Support Representative  (Level 1)

Location: Santa Clara, CA  

Responsibilities:

  • Support hospital system clients located across USA
  • Create cases in Salesforce CRM
  • Onboard Facilities and Users into Avail Portal application
  • Escalate issues to Level 2 as needed
  • Ensure smooth functioning of live deployed machines
  • Ensure high quality video call capability and perform basic troubleshooting when issues are reported
  • Work with hospitals and Avail field teams to answer general inquiries and technical questions
  • Train customers on the use of Avail products
  • Create FAQ’s and Technical Bulletins for Knowledge Base
  • Travel: Infrequent, < 10%

Requirements/Qualifications:

  • 3+ years of technology support experience required
  • Good troubleshooting skills
  • Remote troubleshooting experience
  • General understanding of TCP/UDP
  • Familiarity with macOS and Windows OS
  • Basic wired and wireless networks experience
  • Good understanding of computer hardware and peripherals
  • Desire to assist non-technical coworkers with troubleshooting
  • Excellent writing and communication skills
  • Familiar with video conferencing protocols
  • Ability to work independently, manage time efficiently
  • Strong organizational skills
  • Strong customer management skills.
  • Ability to positively represent Avail Medsystems to all customers

Desired Skills, Not required:

  • Familiarity with medical environment (surgery centers, operating rooms, sterile field procedures, etc.,)
  • Healthcare IT support background
  • Information Security and Privacy background
  • Industry related credentialing (MCSA, CNP, CompTIA A+)
  • Process orientation (Ability to break tasks into sequential steps)
  • Basic knowledge of medical industry terms and standards (HIPAA, GDPR)
  • Bachelor’s degree

Avail Medsystems provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.