Steer Health is a high-growth startup redefining the health tech industry. We are on a mission to make healthcare more accessible and efficient through innovative technology solutions. Our team is a dynamic and driven group of individuals, passionate about improving healthcare.

Job Summary

We are looking for a Help desk specialist to provide technical support to Clients in an efficient and accurate manner. You will be considered as the firm’s front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.

Responsibilities

Provide first level contact and convey resolutions to customer issues
Addressing tickets via Phone and Emails
Expert with Jira Ticketing Tool
Properly escalate unresolved queries to the next level of support
Track, route and redirect problems to correct resources
Update customer data and produce activity reports
Walk customers through problem solving process
Follow up with customers, provide feedback and see problems through to resolution
Utilise excellent customer service skills and exceed customers’ expectations
Ensure proper recording, documentation and closure
Recommended procedure modifications or improvements
Preserve and grow your knowledge of help desk procedures, products and services
Excellent in reporting and creating data visualization dashboards

Requirements and skills

Proven working experience in providing Help Desk support
Bachelors degree or equivalent work experience
Minimum of 3 years of experience working in Helpdesk/Client facing roles
Proficient in Microsoft Office Suite (Word, PowerPoint, Excel) and Google Workspace (Docs, Sheets, Slides, Calendar).
Excellent organizational and time management skills.
Strong verbal and written communication skills.
Ability to multitask and prioritize in a fast-paced environment.
High level of discretion and confidentiality.
Strong problem-solving abilities.
Ability to work independently and collaboratively in a team.
Working knowledge of help desk Healthcare software, SaaS databases and remote control
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
BS degree in Information Technology, Computer Science or equivalent