Technical Support Analyst

Biofourmis Boston , MA 02108

Posted 1 week ago

Biofourmis is a digital therapeutics company that pioneered and is the leader in Personalized Predictive Care. Our disruptive turnkey technology uses advanced clinical grade wearable sensors to continuously monitor bio vitals and process them using our patented and FDA approved AI/ML algorithms to predict changes in physiology that are co-related to medical and disease events in the cardiac, oncology, respiratory, and other therapeutic areas.

We are a dynamic high-growth company, having quadrupled in size in the last 12 months. We have offices in Boston, Singapore, Bangalore, and Zurich, backing from some of the premier venture capitalists in the world, and enjoy the confidence of customers who are leaders in the healthcare space. Our talented team sports PhDs in Data Science and Biostatistics, world class systems and mobile software engineers, accomplished hardware and firmware engineers, and leaders in the clinical operations space.

Technical Support Analyst

With our rapidly growing customer base and project portfolio, we are building a group of implementation experts to lead delivery of projects for our customers. This group will work closely with our customers teams for deploying Biofourmis solutions and maximize the value derived by our customers. The implementation team will also work in close collaboration with internal cross-functional team.

We are seeking a Technical Support Analyst with solid experience in client focused solutioning and tier 2 customer support to be a part of the team. The individual will be responsible for providing hands on technical support during the implementation of key projects for customers. This is a key role that will have direct impact on the success of the project team.

Responsibilities

  • Logging and processing tier 2 technical support issues
  • Installing and configuring software application in demo environments based on the need of the customer engagement
  • Become a subject matter expert for our software product (understanding software limitations, database table relationships, configurable workflows, etc.)
  • Navigate directly in the database to support system issues or any data related requests
  • Provide system administration duties as needed
  • Provide data exports and interrogation

Requirements

  • 2-3 years of experience in a technical support/analyst role interfacing with internal or external customers
  • Bachelors 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
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Technical Support Analyst

Biofourmis