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:

• 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.

Requirement:

• 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.

 Benefits

• 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!