About ShiftKey
ShiftKey is a platform that is disrupting the way healthcare facilities find licensed and certified professionals to fill available shifts. Leveraging marketplace dynamics and deep industry knowledge, the company is playing a vital role in mitigating America's healthcare staffing shortages, enabling direct connections between facilities and healthcare professionals. By offering the opportunity to work as much or as little as they choose and putting the power back into the hands of healthcare workers, ShiftKey is bringing more licensed professionals back into the workforce, a solution that is solving a major crisis in healthcare. For more information, visit www.ShiftKey.com.
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The role
The Technical Support Analyst will provide day to day support to new and existing OnShift customers. In this role you will provide support and communicate best practices to ensure customer success. You may also be responsible for providing additional training to current customers.If you are looking for a great culture where you can challenge the status quo and think outside the box to empower how industry-credentialed professionals find work, you have found the right place.
Where you'll work
This position can be worked out of the following locations in a hybrid capacity or remotely:
- Irving, TX
- Austin, TX
- Cleveland, OH
What you'll be doing
- Work independently and proactively to resolve customer issues by researching, determining an alternate solution, or escalating issues if necessary
- Manage inbound support requests through multiple channels of communication
- Responsible for individual performance metrics and KPIs defined by Department
- Clearly communicate with customers while on support calls
- Determine workarounds in the event the issue presented is an open defect within the application
- Document information related to the ticket in Salesforce in detail; track activities in Salesforce
- Perform customer training if the opportunity presents itself during the life cycle of the support ticket
- Advocate for the customer and the Customer Success team, as appropriate
- Communicate scheduling and labor management best practices to the customer when necessary
- Identify opportunities to streamline the overall support process for better customer outcomes
- May be called on by team to complete internal support projects
What you'll need
- 4+ years of related experience in a technical customer service or help desk role with a Bachelor's degree; or equivalent work experience
- Demonstrated success working directly with customers in a customer support capacity
- A team player who can take direction and ownership of individual work
- Goal oriented individual ready to ensure the success of all OnShift customers
- Basic technical aptitude with more advanced Microsoft Office skills (Excel, PowerPoint, and Word)
- Ability to effectively manage multiple tasks
- Strong written and verbal skills
- Organized and detail oriented
#LI-Hybrid
#LI-JJ1
Perks of working for Shiftkey:
- Inclusive and collaborative work environment
- " Subject to certain roles " office spaces making the hybrid work environment fun and engaging
- Comprehensive health, vision, and dental coverage
- Benefits effective as of first day
- Progressive PTO & Company-paid holidays with a broad selection of floating holidays to honor employees' diverse needs
- 100% 401(k) employer match up to 6%
- Paid parental leave
- Investment in your wellness: access to mental health support
Our Commitment to Diversity
ShiftKey is an equal opportunity employer and is committed to embracing diverse and individual perspectives shaping our culture and contributing to the solutions that transform the world. We actively work to create an inclusive environment for employees to thrive.
EEO Statement
ShiftKey does not discriminate based on race, religion, color, sex, gender, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by applicable law. All employment is decided based on qualifications, merit, and business needs. ShiftKey is committed to providing reasonable accommodation to applicants with a mental or physical disability, please contact: accommodations@shiftkey.com