Tech Support (Onboarding) Analyst at Helium Health

  • Full Time
  • Permanent
  • Remote
  • Remote

Website Helium Health

Tech Support (Onboarding) Analyst

Helium Health is a full-service healthtech company that provides a suite of solutions for healthcare providers, payers, patients and partners in emerging markets. We offer a hospital management suite, automated lending and data-driven public health solutions for healthcare stakeholders in Africa and the Middle East.

We are looking to hire a Tech Support (Onboarding) Analyst who will be responsible for diagnosing and troubleshooting technical issues to ensure prompt issue resolution.


  • Perform end user training for onboarding.

  • Provide Tier 2 and above support on incident responses and resolutions. Offer frontline email and chat queries and support for customers. Providing prompt and accurate feedback to customers

  • Research, troubleshoot, diagnose, and identify solutions to resolve system issues.

  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

  • Record product issues and documenting feature requests. Log the queries of customers and progress on requests in alignment with the CRM software; track issues through to resolution, within agreed time limits

  • Refer to designed guidelines, framework and instructions, in order to set up a system or fix a fault.

  • Engage customers with targeted questions to quickly understand the root of the problem.

  • Walk customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

  • Properly escalate unresolved issues to Tech Support Team Lead.

  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting

  • Prepare accurate and timely reports as assigned.

  • Perform system backups and recovery procedures.


  • Minimum 1 – 2 years experience in providing enterprise operations support of Linux Ubuntu/Redhat systems

  • Knowledge of: Active Directory, Windows Servers, Virtualization (HyperV), backup and recovery, and system monitoring and troubleshooting

  • Ability to work with documented processes and checklists to deliver a consistently high level of support experience

  • Strong accountability and collaborative skills with a high degree of ethical standards and integrity

  • Good communication skills and active listening skills

  • Ability to identify critical issues quickly and accurately

  • Focused and self-motivated approach to work

  • Ability to provide technical support for SaaS and on-premise based products via email, chat, phone and on-site visits.

  • Digitally savvy and proficient in the use of Microsoft Office and work productivity tools

  • First Degree in Computer / Information Technology, Software Engineering or any other related field. The equivalent of the same in working experience is also acceptable.

Skills Required:

  • OS: CentOS, Ubuntu, Debian, RHEL, and Windows Server (2008 and above)

  • Fundamentals: DNS, Networking, TCP/UDP, IP Routing

  • Protocols: HTTP, FTP, SMTP, POP, IMAP

  • Database: Oracle, Postgres, MSSQL

  • Script: Any of PERL/Python/Bash

This role offers a competitive salary and a performance-based bonus in a collaborative work environment with a dynamic and diverse team. We also offer tremendous potential with a growing global organization.


  • 20 days holidays + public holidays

  • Enhanced Parental + Family Leave – 60 days paid Maternity Leave and 20 days paid Paternity Leave. Our Adoption Leave policy follows the same arrangements.

  • 12 days paid Sick Leave

  • 7 days volunteer days to participate for your favorite cause or sporting event

  • Robust Learning and Development Opportunities

  • Team-building activities and social events

  • Remote first orientation

  • Amazing team culture!

To apply for this job please visit

Tech Support (Onboarding) Analyst at Helium Health


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