Technical Support Engineer (L1) - Bangladesh

Full-time | Dhaka, BD

About Augmedix:

Augmedix is a health care services technology platform deployed in 40 states in the U.S. with many of the nation’s largest health systems. Our mission is to rehumanize the doctor-patient interaction. We provide remote, real-time EHR scribing and productivity services to outpatient doctors. Our service saves clinicians more than 10 hours a week and increases clinical efficiency by 40%. Our five major health system customers are also investors in the company.

About the Role:

Our Technical Support team works 1:1 with doctors across the United States. They personally troubleshoot and escalate technical issues from our Bangladesh office. We expect our Technical Support Engineer to be hungry for a new opportunity to learn and grow in a position that is equal parts customer success and technical support. If you are passionate about learning, have a strong sense of collaboration and enjoy answering technical questions, this may be the perfect role for you!

Responsibilities (Included but not limited to):
  • Freshdesk ticket creation, escalation, and ticket closing according to proper workflow
  • Appropriate support chat responses and SLA adherence
  • SalesForce navigation and consultation: Communicating with providers in the manner they prefer
  • Graphite: Real-time network connectivity troubleshooting Augmedix admin logs interpretation proficiency
  • Confluence navigation and document creation workflows
  • Slack channel use for L1 > L2 Escalation
  • Password resets and Windows/VMWare account Management.
Qualifications:
  • Masters/Bachelor's degree from an accredited university
  • 1 - 3 years experience in technical support or IT
  • Experience with Freshdesk, SalesForce, and Slack preferred
  • Must be proficient in English language - written and verbal
  • Comfortable working a hybrid shift to accommodate US time zones
  • Passion for learning and a strong sense of collaboration, specifically in applying technical experience base to a healthcare context