Senior Technical Support Specialist

This position will close on December 27th, 2024.

Helping Save More Lives

That’s our mission. It’s our business. We are seeking a team player who is passionate about making a commitment to our mission.

RQI Partners is a partnership between the American Heart Association and Laerdal Medical. 

We invite you to review the requirements of the position below. If this career opportunity has piqued your interest, RQI Partners wants to hear from you.

Helping Save More Lives. — Our Mission, Our Business.

RQIP Benefits Include:

• Generous PTO & Holidays
• Remote Work Environment (some positions require travel)
• Comprehensive Medical, Dental and Vision
• HSA & FSA Account Options, with employer HSA contribution
• 401k with Employer Match & Profit Sharing
• Employee Assistance Program
• Tuition Reimbursement
• Professional Development Opportunities
• Student Loan Repayment Assistance
• Eligibility for Annual Bonus
• Wellness Reimbursement Program
• Pet Insurance

Position Overview

Leads Technical Support team in day-to-day activities to provide Impeccable service to customers. Works with Technical Support Manager to continuously improve work processes and procedures to achieve business and customer goals and desired service level outcomes.  

Position Holder is Accountable For:

• Leading daily activities of technical support team, in order to deliver excellent service to RQIP customers.  
• Monitoring team KPIs, and taking corrective action to improve KPI results as needed
• Working cross-functionally to drive customer issues to resolution 

• Provide teams with guidance and support in addressing difficult or complex problems and managing escalated complaints or disputes.

• Delivering training to technical support team, ensuring an overall high degree of competence within the group. 
• Identifying emerging customer support trends; collect information, test and confirm, escalate as needed, provide team(s) work around or solution.
• Answering incoming customer contacts and responding appropriately, ensuring rapid response times to all inquiries.  
• Creating support cases in Salesforce system, ensuring proper details are included and escalation processes are followed. 
• Managing open cases, ensuring timely follow-up and driving case to resolution. 
• Resolving customer issues and respond to questions related to RQIP programs and platforms and escalate more complex technical issues to the technical support team. 

Required Skills and Competencies

• Bachelor’s degree in related field or equivalent combination of education and experience
• Minimum 3 years’ experience in a technical customer service role, with an emphasis on technical troubleshooting.
• Excellent communication skills, both written and verbal
• Ability to multi-task and utilize multiple software platforms simultaneously 
• Basic troubleshooting skills for PC’s
• Previous supervisory experience preferred
• Demonstrated ability to act in a leadership capacity

The estimated annual base salary for this position is $70,000-$75,000. Please note that this range does not include any other compensation or benefits that an individual may be eligible for. The salary offered depends on a variety of factors, which may include the qualifications of the individual applicant for the position, level of education attained, and/or professional certifications, years of relevant experience, special skills, etc.