About Us

PatientIQ is a fast-growing health tech company empowering healthcare providers, industry, researchers, and others to collaborate on the mission to improve patient outcomes. PatientIQ is headquartered in Chicago and backed by top-tier west coast venture capital, major hospital investors, and others.

About The Role

We are seeking a skilled and customer-oriented Technical Support Analyst to join PatientIQ’s Support Team. The Technical Support Analyst will be responsible for providing technical assistance and support to our customers, resolving software-related issues, and ensuring customer satisfaction. The ideal candidate should possess excellent organization and problem-solving skills, have a strong technical background, and be able to communicate effectively with customers.

Responsibilities

• Serve as the primary contact for customers experiencing technical issues with our products and services. Ensure customer satisfaction and provide professional customer support.
• Respond to and resolve help desk requests via email, chat, and phone.
• Document customer interactions and track ticket resolution, ensuring all details are communicated to involved parties.
• Collaborate with the engineering team to resolve more complex product issues and recommend product enhancements or updates based on customer feedback.
• Keep abreast of product changes and updates to provide informed support to customers.
• Participate in product testing and release processes to understand new features and enhancements.
• Conduct or contribute to product training materials and documentation, including FAQs, user guides, and knowledge base articles.
• Assist in the development of standard operating procedures for technical support.

• Proven experience in a technical support role, preferably within the healthcare or technology sectors.
• Strong problem-solving skills and the ability to troubleshoot technical issues effectively.
• Excellent verbal and written communication skills with the ability to clearly explain complex technical concepts to non-technical individuals.
• Familiarity with help desk software, such as Zendesk, Hubspot, JIRA, or similar.
• Experience with debugging tools such as Datadog, NewRelic, FullStory, Pendo, Chrome Dev Tools or similar a significant plus.
• Knowledge of healthcare analytics and related software would be a significant plus.
• Patient and customer-oriented attitude with a passion for providing exceptional service.
• Ability to work independently and as part of a team.
• Willingness to keep up with the latest trends in healthcare technology and the ability to quickly adapt to new tools and software.

PatientIQ was recently selected as one of the top 50 "Best Small Companies to Work For in Chicago" and we pride ourselves on our team culture and shared passion for working together to solve meaningful problems in health care to improve patient lives. Check out a few of our benefits below:

• Great Benefits - top-notch health, dental and vision insurance. Additional perks available including 401K.
• We are Mission Driven - our team is motivated to solve complex problems, drive medicine forward, and ultimately improve patient outcomes.
• True Idea Meritocracy - great ideas win out. We encourage all team members to challenge the status quo because our mission demands this.
• Flexible Time Off - we trust you to take the time you need when you feel it is appropriate, given your workload and responsibilities. No need to track it or save up.
• World-Class Team - we’re at the top of our industry because of our employees. They’re the best investment we can make, and we never forget that.
• Fast Growing - we are building the largest platform for healthcare providers, industry partners, researchers, and others to collaborate on the mission to improve patient outcomes.

Attention job seekers,

We want to clarify that the only @email addresses we use are @patientiq.io. If you receive emails from any other domain (including .us), please assume they are fraudulent and do not respond to them.

We conduct interviews exclusively through our official email addresses and video conferencing platforms. We do not request funds or personal information from candidates, nor do we send any checks.

If you believe you have been contacted by someone posing as PatientIQ, please forward the message to hello@patientiq.io for verification before taking any further action.

Thank you