Technical Support Analyst

ABOUT US

HirexHire (pronounced hire by hire) is a Chicago-based recruiting and talent consultancy that integrates with companies short-term to provide long-term talent solutions. We take a seat in our client's everyday operations to understand their people's goals, gaps, and challenges. We then develop and implement the processes and technologies to execute a sustainable and scalable talent plan.

We partner with companies expecting or experiencing high growth who need to hire at scale or fill a critical role rapidly. Our clients are not looking for quick-fix placements but are thoughtfully building a hiring strategy to scale their businesses.

OUR CLIENT

Location: Chicago, IL HQ (REMOTE)

Industry: Healthcare Technology (SaaS)

Company Size: 50+

What They Do: Our client is a cloud-based software platform and patient engagement technology that automates the collection of patient-reported outcomes. It also offers procedure-specific education modules to help prepare patients for treatments and proactively monitor their recovery.

Contact HirexHire for more client information

THE ROLE

The Technical Support Analyst plays a crucial role in prioritizing customer satisfaction by optimizing their experience with our product, network, and services. This individual provides technical assistance and support to customers, resolves software-related issues, and ensures customer satisfaction. Ideally, this individual is tech-savvy with strong organizational and problem-solving skills.

This role is fully remote.

WHAT YOU WILL DO

• Ensure customer satisfaction by being the primary contact for customers experiencing technical issues, responding to help desk requests via email, chat, and phone
• Track ticket resolution and document all customer interactions
• Work cross-functionally with the engineering team on complex issues and bring attention to customer suggestions for improvements or updates to the platform
• Participate in product testing and release processes
• Develop detailed process documentation and training materials

WHAT YOU WILL NEED

• 1+ years of proven experience in a technical support role, preferably within the healthcare or technology sectors
• Strong problem-solving skills and the ability to troubleshoot technical issues effectively
• Familiarity with help desk software, such as Zendesk, Hubspot, JIRA, etc.
• Excellent verbal and written communication skills with the ability to clearly explain complex technical concepts to non-technical individuals
• Customer service experience or a strong customer-focused mindset

NICE TO HAVE

• Experience with debugging tools such as Datadog, NewRelic, FullStory, Pendo, Chrome Dev Tools, etc.
• Knowledge of healthcare analytics and related software

WHAT OUR CLIENT OFFERS• Competitive Salary• Flexible, Unlimited PTO• Health, Dental, and Vision Insurance• Performance Bonuses• Company 401K• Professional Development Opportunities

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. HirexHire is dedicated to building diverse and inclusive teams for our clients, so if you are excited about this role but your experience doesn't perfectly align, we encourage you to still apply! We may have another fit for you!