About Your Role 

Within our Customer Experience (CX) organization, we are looking for technical savvy customer focused individuals that want to help carry out the CX mission of enabling our healthcare customers to maximize the value of QGenda!  Individuals that have a thirst for knowledge, a natural curiosity to learn and a desire to help customers solve their business objectives with technology. 

As a QGenda Technical Engineer, you are a QGenda product expert and will leverage your knowledge to provide the highest quality of support and help customers enjoy a meaningful customer experience. You will work closely with the Technical Account Management (TAM) team as well as every other team within QGenda to provide excellent customer service.

How You’ll Make an Impact 

As a QGenda Technical Engineer I, you will demonstrate increased independence and leadership through customer interactions, more complex caseload management and assisting customers with maintaining their technical configurations. You will work closely with members from across the greater Customer Experience organization to provide creative solutions to support requests and project-based assignments involving the QGenda application, aligning to our unified targeted business outcome.

Key Duties

• Maintains a professional and positive attitude in all customer and company interactions, both internal and external.
• Delivers optimal QGenda solutions for more complex cases with minimal technical and process guidance. 
• Manages appropriate customer expectations, adheres to Service Level Objectives, and achieves target cases consistently. 
• Track and analyze personal case resolution metrics to ensure continuous improvement in response time, accuracy, and customer satisfaction.
• Works independently to complete complex project assignments and decision making on case solutions autonomously, guiding and mentoring QSS team members on best practices.
• Delivers high customer satisfaction and low customer effort by providing solutions to issues in a timely fashion, escalating to senior team members as necessary
• Promotes customer stability and self-reliance through knowledge-transfer and leveraging QGenda Help Center.
• Adheres to all support policies, workflows, and ticket-handling processes.
• Ability to handle Concierge phone support with verbal and technical proficiency. 
• Ability to lead or take part in project assignments while continuing to manage a standard caseload of customer-facing/submitted support requests with thoroughness and accuracy in solution.
• Holds a high degree of functional knowledge within QGenda solution and begins expanding upon medical specialty knowledge to recommend best practices to specific customer types.
• Develop or utilize tools or automations (e.g., templates, AI tools, etc.) to streamline recurring technical support tasks.
• Acts as mentor/coach for team members and/or QS resources through Escalation shifts.
• Collaborates with members of the CX organization as needed to ensure positive customer experience and works with Supervisors, SMEs and Seniors to develop training, process improvement, and best practices to improve the QS department. 
• Completes other duties as directed by a member of QGenda management/leadership.

Who You Are 

• Highly collaborative across the CX organization
• Excellent case management and time management skills
• Communicate technical information effectively to ensure understanding by non-technical audiences
• Demonstrates a clear understanding and execution of protocols and policies as defined by QGenda and QS Leadership
• Detail oriented; Ability to complete assignments autonomously and maintain communication with a high degree of accuracy and timeliness
• Demonstrates strong written and verbal communication skills
• Advanced understanding of tasks, deliverables and requirements with regard to project assignments, cases, and workload and able to initiate independently
• Strong understanding of customer impact, balancing quick resolutions with long-term solutions.
• Demonstrates the ability to coach Tier 1/2 team members and contribute to structured training plans.

Experience You Bring 

• Associates / Bachelor’s degree preferred, High School Diploma or GED required.

Not Required, But Nice to Have 

• Computer programming skills or previous technical support experience

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