Customer Support Specialist

About Augmedix:

Augmedix (Nasdaq: AUGX) delivers industry-leading, ambient medical documentation and data solutions to healthcare systems, physician practices, hospitals, and telemedicine practitioners.

Augmedix is on a mission to help clinicians and patients form a human connection by seamlessly integrating our technology at the point of care. Augmedix’s proprietary platform digitizes natural clinician-patient conversations, which are converted into comprehensive medical notes and structured data in real time. The company’s platform uses automatic speech recognition, and natural language processing, including large language models, to generate accurate and timely medical notes that are transferred into the EHR. 

Augmedix’s products relieve clinicians of administrative burden, in turn, reducing burnout, increasing clinician efficiency and improving patient access. Through Augmedix’s proprietary platform and bi-directional communication channel, Augmedix is ideally suited to serve as the vehicle for change at the point of care.

Augmedix is headquartered in San Francisco, CA, with offices around the world. To learn more, visit www.augmedix.com.

About the Role:

Our Customer Support team works 1:1 with doctors across the United States. They personally troubleshoot and escalate technical issues from our Bangladesh office. We expect our Customer Support Specialist to be hungry for a new opportunity to learn and grow in a position that is equal parts of customer success and technical support. If you are passionate about serving customers, have a strong sense of collaboration, and learn technical troubleshooting steps quickly, this may be the perfect role for you!

Responsibilities:

• Respond to customer requests with empathy, using strong verbal and written English communication skills.
• Drive fast resolution of requests in accordance with our Standard Operating Procedures and Service Level Agreements, collaborating with other departments as necessary.
• Analyze multiple tools and logs to determine the root cause of various components of the Augmedix technology stack (e.g. proprietary software, Google Glass / smartphone mobile device, customer network connectivity, employee network connectivity, server) and customer Electronic Health Record (EHR) software. Troubleshoot by implementing Standard Operating Procedures, escalating to other departments (e.g., Network Engineering, Software Engineering) as necessary.
• Maintain external communication with the Provider, Provider local IT, Global Scribe vendor IT, EHR IT, and also with other internal departments to ensure maximum service uptime.
• Properly document issues in several systems (Freshdesk/Asana/Salesforce) as required, including presentation of data/insight that will lead to effective problem-solving.
• Appropriate responses to different stakeholders and SLA adherence including proper escalations and requests where required.

Requirements:

• Excellent verbal and written English communication and documentation skills are essential.
• Track record of learning technical concepts steps quickly, either in previous work or educational experience; 0-2 years of experience in customer support or technical support preferred.
• Empathy for the customer. Strong sense of accountability to drive issues to resolution.
• Multi-tasking skills.
• Comfortable working hybrid/night shift to accommodate US time zones.
• Master's / Bachelor's degree in any discipline from any reputed universities preferred.

Details:

• Work Shift: Night / Hybrid (On-site)
• Weekdays: Monday to Friday

Augmedix is an equal opportunity employer. We are committed to providing equal employment opportunities regardless of sex, gender identity, race, religious creed, color, ancestry, age, disability, marital status, sexual orientation including being transgender and/or any other protected bases.