Technical Support Engineer - Bangladesh

Dhaka, BD
Global Operations – Customer Care (Bangladesh)
Full-time
About Augmedix:

Augmedix is a health care services technology platform deployed in 40 states in the U.S. with many of the nation’s largest health systems. Our mission is to rehumanize the doctor-patient interaction. We provide remote, real-time EHR scribing and productivity services to outpatient doctors. Our service saves clinicians more than 10 hours a week and increases clinical efficiency by 40%. Our five major health system customers are also investors in the company.

About the Role:

Our Technical Support team works 1:1 with doctors across the United States. They personally troubleshoot and escalate technical issues from our Bangladesh office. We expect our Technical Support Engineer to be hungry for a new opportunity to learn and grow in a position that is equal parts customer success and technical support. If you are passionate about learning, have a strong sense of collaboration and enjoy answering technical questions, this may be the perfect role for you!

Responsibilities (Included but not limited to):

    • Freshdesk ticket creation, escalation, and ticket closing according to proper workflow
    • Appropriate support chat responses and SLA adherence
    • SalesForce navigation and consultation: Communicating with providers in the manner they prefer
    • Graphite: Real-time network connectivity troubleshooting Augmedix admin logs interpretation proficiency
    • Confluence navigation and document creation workflows
    • Slack channel use for L1 > L2 Escalation
    • Password resets and Windows/VMWare account Management.

Qualifications:

    • Masters/Bachelor's degree from an accredited university
    • 1 - 3 years experience in technical support or IT
    • Experience with Freshdesk, SalesForce, and Slack preferred
    • Must be proficient in English language - written and verbal
    • Comfortable working a hybrid shift to accommodate US time zones
    • Passion for learning and a strong sense of collaboration, specifically in applying technical experience base to a healthcare context

Benefits:

    • Festival Bonus (60% of monthly gross salary)
    • Life Insurance
    • Health Insurance
    • Daily Meals
    • Gym Facility
    • Night shift