Technical Support Analyst

Biofourmis is a rapidly growing, global digital health company filled with committed, passionate professionals who care about augmenting personalized care and empowering people with complex chronic conditions to live better and healthier lives. We are pioneering an entirely new category of medicine by developing clinically validated, software-based therapeutics to provide improved outcomes for patients, smarter engagement & tracking tools for clinicians, and cost-effective solutions for payers. We are collectively devoted to a single-minded idea: powering personally predictive care.

Our dynamic growth has been marked by doubled headcount in the last 12 months via both expansion & acquisition, yielding a global footprint with offices in Boston, Singapore, Bangalore, and Zurich. We are backed by prominent international venture capital investment & have cultivated relationships with worldwide healthcare stakeholders over the last 5 years. Our talented team features numerous PhD's in Data Science and Biostatistics, over 80 patents, prolific scientific publications, world-class systems, developers & engineers, and leaders in the clinical operations space.

Technical Support Analyst

Biofourmis' Digital Health solutions are deployed in partnership with the world's leading biotech, pharma, and health systems that push the innovation boundaries to improve outcomes.

The Technical Support Analyst will provide excellent customer service, problem diagnosis, and creative resolution for Biofourmis products and their supporting technologies/infrastructure issues. In addition, maintain detailed documentation and actively contribute to ongoing process improvement efforts. This position has daily contact with customers, management, peers, and/or internal/external customer base.

This is a unique role within our organization. We are looking for someone to cover overnights and weekends. The best candidates will demonstrate a combination of top-notch customer service skills and technical skills to support our customer base.

Responsibilities

• Provide exceptional customer service in person, via phone and email as appropriate
• Resolve help desk issues including troubleshooting hardware and software issues
• Perform user administration duties
• Provide prompt and accurate feedback to customers
• Setting up accounts for new customers
• Maintaining Service Level Agreements
• Application navigation assistance

Requirements

• 2-3 years of experience in a technical support/analyst role interfacing with internal or external customers
• Bachelor's or equivalent degree in a relevant field
• General understanding of mobile OS such as iOS and AndroidOS
• Excellent trouble shooting and problem-solving skills
• Strong communication and organizational skills
• Ability to work well with people and within cross-functional teams

Preferred

• Experience in healthcare systems, hospitals, medical devices or life sciences industry
• Experience with using Zen Desk or similar Customer Service Software
• ITIL or other IT support certifications
• Experience working in a fast paced rapidly growing startup
• Experience working with cross functional global teams spread across time zones
• Experience with supporting SaaS/cloud-based solutions