Technical Support Specialist (Maternity Leave Replacement)

About

Ummanu Health is a world-leading Telehealth platform service provider. Ummanu's platform supports more than 2 million telemedicine video and audio consultations per year-  making it one of the largest platforms of its kind in the world. We currently serve the largest HMOs in Israel.

We are looking for a Technical Support Specialist (Maternity Leave Replacement)

To help us build our next-gen telehealth and remote care solutions, designed for patients and clinicians across the country. If you're looking for a chance to truly impact lives, work with the smartest and brightest, and be at the cutting edge of multimedia technologies, then join us in reimagining healthcare.

We are seeking a talented Technical Support Specialist with a strong background in Tier-2 support to join us in developing the next-generation telehealth and medical solutions used by patients and clinicians across Israel.

You will support our customers and system integrators in their production environments, while delivering an outstanding customer experience. If you’re looking for an opportunity to make a real impact, work with advanced technologies, and help shape the future of healthcare, join us.

Requirements

• 1+ years of Tier 2 Support in a SaaS company or equivalent
• Proven QA experience. 
• Excellent experience with Zandesk (or equivalent ticketing system), 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 multitask and work under pressure
• occasionally on call duties on the weekend 
• Experience in the medical industry – an advantage
• Fluent English  

Responsibilities

• 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