Helpdesk Specialist

Job Description

Silicon Valley-based Vivalink (www.vivalnk.com) is an innovative connected healthcare devices company in its growth stage. The company develops wearable telemetry devices with integrated biometric sensors designed to continuously monitor human vitals and other indicators for medical and healthcare applications. These devices together with Vivalink’s related healthcare software products and services are offered to enterprise customers under a platform as a service model. Over 300 leading organizations, in more than 50 countries depend on our wearable human vitalssensors, software and services. With great products, more than 20 patents and brilliant people, what we do matters.

Qualifications:

Proven experience in a Helpdesk specialist role or similar customer service position. Experience with direct patient interaction is a plus.
Degree in technical field or equivalent work experience and applicable certifications. Additional coursework or certification in patient communication or customer service is a plus.
Ability to independently troubleshoot product or technical issues using sound judgment and available information.
Strong interpersonal skills, able to react accurately and remain composed under pressure.
Effective listening skills to understand customer concerns, ask relevant questions, and avoid interrupting inappropriately.
Excellent verbal and written communication skills to interact clearly and professionally with customers and colleagues.

Bonus:

software development and/or testing experience

Responsibilities:

Provide helpdesk support via phone, email, and video calls, ensuring prompt and courteous service to achieve high customer satisfaction and efficient issue resolution.
Analyze reported issues, follow troubleshooting guidelines to identify root causes, and propose effective solutions.
Instruct customers on the use of hardware and software applications to enhance their understanding and usability.
Accurately record and document all customer interactions and resolutions according to established procedures.
Interact effectively with clients, escalating issues as needed to ensure timely resolution.
Maintain current knowledge of products and services through ongoing training and reference materials to provide up-to-date assistance.
Adhere to data privacy and security guidelines when handling customer information.
Follow established helpdesk policies and procedures to maintain consistency and quality in support delivery.
Collaborate with team members and other departments to streamline processes and resolve issues efficiently.
Perform other duties as assigned