Support Specialist

About Ummanu Health Ummanu Health is a world-leading Telehealth platform service provider. Ummanu's platform is serving more than 2M telemedicine video and audio consultations per year – making it one of the largest such platforms in the world. Currently serving the largest hospitals and HMOs in Israel and the UK.

We are looking for a technical support specialist.

Help us build our next-gen telehealth and remote-care solutions to be used worldwide by patients and clinicians. If you’re looking for a chance to truly affect the lives of others, to work with the smartest and brightest on the cutting edge of multimedia technologies, and to collaborate with huge national and international clients…. Then, join us in reimagining healthcare.

Opportunity:

We are looking for a talented technical support specialist with a strong background in tier-2 support to join us in building the next-generation Telehealth and Medical Solutions to be used by millions of patients and clinicians worldwide.

 You will support our customers and SI with their production environments while providing outstanding customer experience. If you’re looking for a chance to affect the lives of others, work with cutting-edge technologies and collaborate with huge national and international clients, join us in reimagining healthcare.

Requirements

· 1+ years of Tier 2 Support in a SaaS company or equivalent

· Proven QA experience. 

· Excellent experience with Zandesk, Jira and Logs.

· Excellent communication skills and the ability to work in a fast-paced, team environment 

· Customer-oriented and friendly - drive to achieve a Happy customer, not just a technical resolution

· Self-starter, able to learn new technologies

· Ability to multi-task and work under pressure

· Willing to work 24/7 shifts (on-call duties) 

· Experience in the medical industry – an advantage

·  Fluent English  

Responsibilities

• Working with Ummanu. health customers from all around the world
• Taking full ownership of customer technical issues, including initial troubleshooting, identification of root causes, and issue resolution and communication.
• Serving as a point of contact on customer escalations and resolving customer issues.
• Leading internal escalations and communicating with the R&D team.
• Providing product feedback and insights to internal teams.
• Conducting QA testing before new releases.
• Maintaining and supporting production environments using new development tools and infrastructure.
• Follow up with customers and internal teams for issue resolution, Manage bug workflows and work in close contact with related R&D teams.
• Maintain and manage our internal Knowledge Base
• Assist T1 while acting as a mentor training focal point to the team.
• Develop tools to improve  the efficiency of the support team
• 24/7 shifts, including weekend emergency support.