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.
Responsibilities:
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Perform end user training for onboarding.
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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
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Research, troubleshoot, diagnose, and identify solutions to resolve system issues.
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Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
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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
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Refer to designed guidelines, framework and instructions, in order to set up a system or fix a fault.
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Engage customers with targeted questions to quickly understand the root of the problem.
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Walk customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
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Properly escalate unresolved issues to Tech Support Team Lead.
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Follow up with clients to ensure their IT systems are fully functional after troubleshooting
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Prepare accurate and timely reports as assigned.
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Perform system backups and recovery procedures.
Requirement:
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Minimum 1 – 2 years experience in providing enterprise operations support of Linux Ubuntu/Redhat systems
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Knowledge of: Active Directory, Windows Servers, Virtualization (HyperV), backup and recovery, and system monitoring and troubleshooting
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Ability to work with documented processes and checklists to deliver a consistently high level of support experience
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Strong accountability and collaborative skills with a high degree of ethical standards and integrity
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Good communication skills and active listening skills
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Ability to identify critical issues quickly and accurately
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Focused and self-motivated approach to work
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Ability to provide technical support for SaaS and on-premise based products via email, chat, phone and on-site visits.
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Digitally savvy and proficient in the use of Microsoft Office and work productivity tools
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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:
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OS: CentOS, Ubuntu, Debian, RHEL, and Windows Server (2008 and above)
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Fundamentals: DNS, Networking, TCP/UDP, IP Routing
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Protocols: HTTP, FTP, SMTP, POP, IMAP
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Database: Oracle, Postgres, MSSQL
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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.
Benefits
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20 days holidays + public holidays
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Enhanced Parental + Family Leave – 60 days paid Maternity Leave and 20 days paid Paternity Leave. Our Adoption Leave policy follows the same arrangements.
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12 days paid Sick Leave
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7 days volunteer days to participate for your favorite cause or sporting event
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Robust Learning and Development Opportunities
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Team-building activities and social events
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Remote first orientation
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Amazing team culture!
To apply for this job please visit heliumhealth.freshteam.com.