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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing tier 1 and 2 customer support, effectively triaging and resolving technical software and hardware issues while maintaining strong communication with stakeholders. Proficient in incident management and documentation, with a focus on customer satisfaction and process improvement.
Highest-signal resume keywords
Tier 1 And 2 Customer SupportIncident ManagementNetwork Protocol KnowledgeITIL CertificationAtlassian Suite Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportIncident TriageIssue ResolutionDocumentationMonitoring Tools
Soft Skills
Outstanding Communication SkillsDetail OrientedFlexibility
Tools & Technologies
Proximie PlatformJiraService DeskConfluence
Certifications & Qualifications
ITIL CertificationCCNA CertificationCompTIA Network Certification
Industry Keywords
Health TechGDPRHIPAA
About the role
Key responsibilities & impact- Provide tier 1 and 2 end-user support via service desk, email, telephone, video conferencing and chat
- Remedy audio/visual software and hardware issues and administrative problems for remote Proximie platform participants worldwide
- Triage incidents and escalate issues based on priority during live events
- Document issues and opened tickets
- Collaborate with customer success, product and engineering teams to prioritize customer solutions
- Own supported-customer SLAs and resolve issues from start to finish
- Escalate tier 3 issues to relevant stakeholders and maintain effective internal and external communication
- Contribute to updating customer support processes as business demands grow
- Feed customer insights to customer success, product and engineering teams and suggest platform improvements
Requirements
What you’ll need- Minimum of 2+ years of tier 1+2 customer support experience triaging and solving technical software and hardware related queries
- Incident/ticket queue management and monitoring experience
- Ability to explain complex issues and resolutions in a digestible way for end users and stakeholders
- Knowledge of network protocols is essential
- Detail oriented regarding end-user issue documentation and resolution
- Familiarity with various monitoring tools
- Experience working in cross-functional and geographically dispersed teams, including remote teams across different time zones
- Flexibility and availability to provide customer support outside normal business hours as needed
- Familiarity with GDPR/HIPAA
- ITIL certification or equivalent
- CCNA or CompTIA Network certification is beneficial
- Experience with Atlassian suite: Jira, Service Desk and Confluence
- Outstanding written and oral communication skills
- Experience in health tech is preferred but not required
Benefits
Comp & perks- Generous annual leave
- Two “well-being” days per year
- Day off for your birthday
- Summer Fridays with early office closing during summer months
- Annual bonus programme based on individual contribution
- $1,000 annual stipend for professional development activities for all permanent employees
- Flexible working hours
- Flat organizational structure where every opinion matters, ideas are cultivated, and innovation is encouraged
- Opportunities to see the world through Proximie’s global teams