Qventus
healthcare
CustomerSupportEngineer
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Support Engineer at Qventus. Skills: SaaS customer support, software troubleshooting, debugging, SQL fundamentals, customer relationship management. Develop a deep understanding of Qventus Solutions and Products to identify high-leverage opportunities. Troubleshoot software issues, provide technical support, and escalate complex problems to senior engineers as needed”
What You'll Achieve.
influence our support processes; strengthen customer outcomes; shape our company’s growth trajectory; minimize response times; maximize first-call resolution rates; continually improve support quality
Industry & Context.
Troubleshoot software issues; resolve complex problems; systems thinker
Candidates must be located in Brazil, Mexico, Colombia, Argentina, Peru, Chile, Guatemala, Ecuador, Bolivia, Dominican Republic, Honduras, Paraguay, El Salvador, Costa Rica, or Uruguay.
What They're Looking For.
Must Have
2+ years of experience in customer support, Understanding of customer relationship management principles, Understanding of SQL fundamentals, including writing queries, joins, filtering, and basic data analysis, Proven track record in managing a high volume of tickets, Proficiency in software troubleshooting and debugging, Hands-on experience with tools such as Zendesk and JIRA, Experience issue escalation and working with Engineering teams, A systems thinker who balances big-picture vision with attention to detail
Nice to Have
Experience with reading and writing SQL queries, Datadog logs, Background in healthcare
What You'll Do.
Develop a deep understanding of Qventus Solutions and Products to identify high-leverage opportunities
Troubleshoot software issues
provide technical support
and escalate complex problems to senior engineers as needed
Provide top-notch customer service by responding to inquiries and resolving Zendesk tickets in a timely manner
Manage ticket queues to minimize response times and maximize first-call resolution rates
Develop a deep understanding of technical issues and provide expert-level support to customers
Stay up-to-date on product knowledge to continually improve support quality
How You'll Work.
Team & Collaboration
Collaborate closely with our Client Success, Engineering, Product, and Analytics; Engage with customers and stakeholders to validate concepts and gather feedback; working with Engineering teams
Communication Scope
communicator with the ability to influence and collaborate across all levels; Deliver and communicate a cohesive product vision that aligns with company goals
Full Job Description
On this journey for over 12 years, Qventus is leading the transformation of healthcare. We enable hospitals to focus on what matters most: patient care. Our innovative solutions harness the power of machine learning, generative AI, and behavioral science to deliver exceptional outcomes and empower care teams to anticipate and resolve issues before they arise. Our success in rapid scale across the globe is backed by some of the world's leading investors. At Qventus, you will have the opportunity to work with an exceptional, mission-driven team across the globe, and the ability to directly impact the lives of patients. We’re inspired to work with healthcare leaders on our founding vision and unlock world-class medicine through world-class operations. #LI-JB1 About the Role We’re looking for an experienced Customer Support Engineer to join our Support team. In this role, you will leverage your expertise in SaaS customer support. This is a high-impact role that will influence our support processes, strengthen customer outcomes, and shape our company’s growth trajectory. Key Responsibilities Develop a deep understanding of Qventus Solutions and Products to identify high-leverage opportunities Collaborate closely with our Client Success, Engineering, Product, and Analytics Engage with customers and stakeholders to validate concepts and gather feedback Ensure a seamless user experience that balances simplicity, rigor, and delight Deliver and communicate a cohesive product vision that aligns with company goals Troubleshoot software issues, provide technical support, and escalate complex problems to senior engineers as needed Provide top-notch customer service by responding to inquiries and resolving Zendesk tickets in a timely manner Manage ticket queues to minimize response times and maximize first-call resolution rates Develop a deep understanding of technical issues and provide expert-level support to customers Stay up-to-date on product knowledge to continually improve
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