Lead Technical Support
Well Health, Inc.
Greater LA Area
3 weeks ago
Communicate with customers on a wide variety of technical issues ensuring the customer is kept informed of progress of their issues.
Diagnose and troubleshoot technical issues, including networking, integration, and the WELL application.
Ask customers targeted questions to quickly understand the root of the problem.
Track issues through resolution, within agreed time limits.
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers, account managers, and executives).
Provide input and feedback to the Product Engineering team relating to improvements to product performance and/or feature enhancements.
Partner with Product Engineering team for QA and other activities to support successful release of new features.
Prioritize and manage several open issues at one time.
Document technical knowledge in the form of notes and manuals.