SuperStaff is hiring a Support Technician I/II to be the critical first point of contact for users of our data analytics platform for real-world evidence in healthcare. You will provide exceptional customer service by triaging and resolving technical questions, collaborating across teams, and helping to improve our support systems.
What You'll Do
- Triage, investigate, test, and resolve user questions about platform applications, including login issues, technical problems, and feature explanations.
- Collaborate with senior Support members and Engineering, Product, Science, Data, and Commercial colleagues to diagnose, escalate, and resolve user issues.
- Contribute to internal reference materials and external user support site content.
- Provide support for scientific research project deliverables, such as populating data tables, formatting reports, and managing file requests.
- Identify gaps and pain points in support processes to proactively solve problems and drive operational improvements.
What We're Looking For
- Professional fluency in English, both written and spoken.
- Ability to work U.S. Eastern Standard Time (EST) business hours, which corresponds to 8 PM - 5 AM Philippine Standard Time (PST) for eight months and 9 PM - 6 AM PST for four months due to Daylight Savings.
- Strong attention to detail and excellent written and oral communication skills.
- Proven problem-solving and critical thinking abilities.
- Skill in juggling and prioritizing competing tasks with strong organizational and time-management skills.
- A proactive and inquisitive approach to learning new technologies and software.
- Experience with Microsoft/Google Suite, including pivot tables and filters in spreadsheets.
- Working knowledge of a programming language, ideally Python or R.
Nice to Have
- Self-driven and independent, while also eager to collaborate in a team environment.
- Strong documentation and note-taking skills.
- A solutions-oriented mindset focused on process improvement.
- Experience with technical software user support.
- Experience in client/user interaction, service, support, or success roles.
- Experience with cross-functional team interactions.
- Enthusiasm, passion, and a positive attitude.
Technical Stack
- Python, R
Team & Environment
This role sits at the intersection of Engineering, Product, Science, Data, and Commercial teams, facilitating collaboration to solve user issues.
Benefits & Compensation
- HMO with 1 free dependent upon hire.
- Life Insurance.
- 20 PTO credits annually.
- Night Differential pay.
- VL and SL cash conversion.
- Annual Performance-Based Merit Increases and Employee Recognition.
- Great Company Culture focused on growth and learning.
- Career Growth and Learning opportunities.
- A company-provided laptop.
Work Mode
This position follows a hybrid work model.
SuperStaff is an equal opportunity employer.
