Customer Care Technical Support Engineer

About iRhythm

Employment Type: Full time

Career-defining. Life-changing. At iRhythm, you’ll have the opportunity to grow your skills and your career while impacting the lives of people around the world. iRhythm is shaping a future where everyone, everywhere can access the best possible cardiac health solutions. Every day, we collaborate, create, and constantly reimagine what’s possible. We think big and move fast, driven by our commitment to put patients first and improve lives. We need builders like you. Curious and innovative problem solvers looking for the chance to meaningfully shape the future of cardiac health, our company, and your career.

About This Role

The Customer Care Technical Support Engineer interacts closely with our Advanced Customer Care Advocates and engineering resources in resolving issues newly discovered in our product service offerings. This is a challenging, investigative work across multiple technologies. Candidates will be curious and thrive in performing root cause analysis, discovery, and the use of critical thinking skills to solve complicated issues, document findings, and develop solutions. Our work environment is fast-paced, with a collaborative atmosphere. Most of all, we are passionate about delivering innovations that improve the quality of health care and the patient’s experience. We are looking for like-minded individuals to join our team today!

What You Will Be Doing

• Provide superior technical knowledge, support, and troubleshooting to internal and external stakeholders.
• Responsible for the timely analysis, troubleshooting, and resolution of tier 3 level service incidents while adhering to departmental procedures.
• Reviews tickets escalated from Tier 2 support staff for timely resolution.
• Execute SQL scripts, analyze SQL statements, and perform data analysis for compliance reporting.
• Use of in-house tracking applications to record, track progress, and escalate application issues.
• Advanced Reporting: ability to create ad-hoc reports as needed for Customer Care or other internal stakeholders (Salesforce, Tableau, Excel, SQL).
• Application Support: Gains an in-depth understanding of application functionality and the business processes supported by these applications to assist users.
• Hardware Support: provides hardware/software troubleshooting support on in-house products.
• Splunk: identify recurring trends, recommend solutions for permanent resolution.
• Assists with various application testing activities and internal projects as needed.
• Ability to operate in a fast-moving, team-oriented, collaborative environment with tight deadlines.
• Maintain a high level of customer service at all times.

What We Need To See

• At least 5-10 years of customer service experience with at least 2-3 years of experience in providing tier 3 technical/escalation support, IT, or software engineering preferred.
• Must have experience in at least one of the areas below: Boomi, SQL, Splunk, Mirth, Tableau.
• Familiarity with mobile app platforms: Android, IOS.
• Bachelor's or equivalent combination of education and experience.
• Proficient with Microsoft Office - Word, Excel, and PowerPoint preferred.
• Experience with Customer Relationship Management software; Salesforce.com preferred.
• Candidates must possess strong verbal and written English communication skills.

Ways to Stand Out

• Experience supporting a call center environment.
• Must be flexible, able to adapt quickly and positively to change, and able to handle a fast-paced growth company environment.
• Demonstrates a strong analytical background to identify, triage, and recommend troubleshooting with software applications.
• Assumes initiative and ownership of issues and resolutions.
• Willingness to learn and adapt new skills/technology.
• Demonstrates commitment to helping people and resolving issues, including those that require independent thinking and sound judgment skills not covered specifically in manuals or procedures.
• Strong commitment to quality.