Technical Support Tier 1

Location: Lawrenceville, GA

Department: Operations

Type: Contracted

Min. Experience: Entry Level

Job Title: Technical Support Tier I

Reports to: Manager, Call Center

Company Description:
http://pursuanthealth.com/

Pursuant Health is a healthcare technology company positioned to capitalize on the growing consumer preference for self-directed healthcare services. By empowering consumers to take control of their healthcare through interactive health screening kiosks placed in high-traffic retail locations and other non-traditional medical environments, Pursuant Health aims to improve the health outcomes of millions of people. Developed with the support of the National Institutes of Health (NIH), the SoloHealth Station provides free health screenings (blood pressure, BMI, weight, vision, and other health related assessments), identification of risk factors and recommendations for follow-up care, which leads to prevention and lower healthcare costs.

Pursuant Health’s self-services kiosks are digital, interactive and accessible to consumers, with current in-retail presence within national retailers such as Walmart and Safeway with aggressive plans to expand. The SoloHealth Station provides a unique platform for advertisers to reach consumers in a retail setting who are already engaged and learning about their health, and to target these consumers based on demographic and lifestyle information provided during the health screenings.

Pursuant Health has a fast paced, entrepreneurial environment with health-conscious employees who “make it happen!”

Summary:  The Technical Support Tier I agent is responsible for providing technical support via inbound and outbound phone calls for onsite technicians.  The Technical Support Tier I’s primary focus is to gather information and document findings confirming proper functionality of SoloHealth Stations. 

Essential Duties and Responsibilities (Other duties may be assigned)

  • Provide first level phone support for kiosk related issues
  • Document all work performed in a highly detailed and accurate manner in the incident ticketing system
  • Remotely connect to windows devices to verify field service work is completed to satisfaction
  • Escalate relevant incidents to Tier II, Engineering or management based on complexity, time constraints or business requirements
  • Advise and direct onsite technicians of additional work that may be needed
  • Utilize incident ticketing system to receive/return parts and close out work orders upon completion
  • Investigate and resolve troubleshooting cases within incident queues
  • Develop and maintain excellent relationships with technicians and end users
  • Troubleshoot and resolve connectivity, hardware and software issue

Supervisory Responsibilities

This position will have no supervisory responsibilities

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education, Experience and Competencies Required

  • 1-3 years of Technical Support experience
  • Familiarity with field service concepts, practices, and procedures preferred
  • Must be proficient in Microsoft Word & Excel
  • Excellent communication skills (verbal and written)
  • Excellent time management and multi-tasking skills
  • Ability to work independently and thrive in a fast-paced environment
  • Exceptional attention to detail
  • Self-starter who can find and resolve issues as they are identified

Location: 
Position based in Lawrenceville, GA

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