Technical Support Agent

Company : Prehos

Job Type : Full Time

Remote / Work from Home

Job Description - Technical Support Agent

This is a remote position.

Prehos, a leader in innovative SaaS solutions for the prehospital sector, is seeking a dedicated and driven Technical Support Agent to join our team. You will be the first point of contact for customer support inquiries, diagnosing technical issues, and assisting with operational tasks. Your ability to simplify complex solutions and excellent communication skills in both English and French will make you a vital part of the customer experience. Join us to help enhance patient care through powerful technological tools.

Responsibilities

Act as the first-line support for clients, managing incoming technical support inquiries.

Troubleshoot and resolve level 1 and level 2 support issues, documenting actions in the ticket management system.

Update and enhance product documentation, including FAQs and support guides.

Collaborate with development and operations teams, providing feedback to improve processes and resolve complex issues.

Identify recurring customer issues and escalate them for long-term solutions.

Coordinate hardware support deliveries as per client requirements.

Gather client suggestions to aid in the development and quality assurance of products.

Participate in an on-call weekend support service rotation.

Proactively propose improvements to optimize customer support processes.

Requirements

Strong customer service skills with a focus on delivering impeccable support.

Demonstrated experience in level 1 and level 2 technical support roles is an asset.

Solid technical knowledge of IT systems and software applications.

Excellent bilingual communication skills in French and English, both written and oral.

Ability to analyze and solve technical issues quickly and efficiently.

Attention to detail and strong organizational skills to prioritize tasks effectively.

Positive and team-oriented attitude, with a passion for new technologies and customer service.

Self-motivated, disciplined, and comfortable working under pressure.

Benefits

Join a mission-driven company improving patient care with cutting-edge solutions.

Flexible 100% remote work environment, with the option to work on-site if preferred.

Comprehensive individual health insurance with the option for family plan coverage.

Access to a telemedicine platform for healthcare support.

Inclusive and collaborative team culture supported by regular social activities and events.

Flexible working hours to prioritize work-life balance.

Be part of a dynamic team and help us solve real-world challenges in healthcare. Apply to Prehos today to make a meaningful difference in the paramedical and prehospital sectors!

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