If you are looking to positively change lives and join a motivated team in the healthcare technology industry, Aetonix is a rising leader in “Connecting clinicians and patients through pathways of care”. Our mobile platform, aTouchAway, enables healthcare providers to reduce costs and to improve the quality of care by managing, educating, and connecting patients, care teams, and caregivers through customizable healthcare protocols, remote patient monitoring, and telehealth. Today, our platform is used by tens of thousands of patients in hundreds of hospitals, but this is just the start.

Beginning as a start-up 10 years ago, Aetonix joined the Trudell Medical Group in 2021 which has enabled us to maximize the opportunity to change the face of Healthcare. Professional health care providers are improving patient care through the aTouchAway mobile platform for remote complex care management.

We are looking for a motivated, creative, and talented Technical Support Representative to join our team.

This role requires participation in a rotational weekend shift schedule, providing 7-day per week support to our clients.

As a Technical Support Representative, you will provide technical support and ensure clients have an excellent customer experience when issues are raised, providing timely responses on any technical questions that are submitted. You will also provide technical support and resolve problems of a moderately complex nature. You will utilizes intermediate technical knowledge to implement and support product and pathway updates and releases.

Specifically, you will focus on:

Technical Support

Maintain quality ticket documentation in HubSpot to minimize misinterpretation and promote efficient issues resolution
Maintain quality ticket documentation (clarity) in HubSpot (completion of all fields) to minimize misinterpretation and promote efficient issues resolution
Ability to Delineation between technical support vs. clinical assessment, for tickets resolution
Discover issues that slow down adoption and work with the team to overcome them
Track product issues and impact on customers and represent the priorities from a customer point view
Troubleshooting: Identify and resolve technical issues. As required, coordinate with Professional services and Development teams to reproduce/resolve bugs.
Submit Jira tickets for product bugs and work with the internal teams for status updates and resolution deployments.
Product Knowledge: Stay up-to-date with product knowledge and product evolution staying abreast of product releases and product use by customer.
Provide metrics on usage and reporting on customer satisfaction

Customer Support

Provide excellent customer service and communication through quality and timeliness of responses (quality and timeliness of responses via tools: e-mail, HubSpot, chatbot, etc.)
Demonstrate empathy and patience when speaking/communicating directly with caregivers, patients, clinical and non-clinical users and be able to navigate conversation away from any exposure to personal health information (PHI)
Monitor usage by customers and ensure consistent increase in spread
Work with internal teams to ensure that we have a clear path to customer success, achieve excellent customer satisfaction

What we're looking for:

Post-secondary diploma in I.T. Computer Science, Computer Programming, or a related field
1-3 years of experience in a customer/patient facing role
Strong logic and troubleshooting skills
Excellent written and verbal communication skills
Strong technical aptitude and ability to work with technical applications
Detail-oriented with strong analytical, and planning skills
Creative problem-solving skills
Be friendly, empathetic, patient, and capable of navigating through a stressful environment, often with elderly patients
Ability to function efficiently in a high pressure, fast paced environment
Experience with all Microsoft Office products including MS 365 E5 and Visio for creating network diagrams

What we offer:

Opportunity to make an impact in the healthcare technology industry and in a collaborative, team-based work environment
Opportunity to help contribute to changing lives by improving the quality of care provided to them
An agile, dynamic and motivated team in a fast-growing company that is changing the future of virtual care

Aetonix

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Technical Support Representative