Technical Support Specialist

Company Description
At Amwell, we’re transforming healthcare for all—powered by technology and inspired by people. Here, your ideas don’t just matter—they drive real change, improving lives on a global scale.
We marry technology and innovation with clinical excellence to provide trusted solutions that solve the healthcare industry’s biggest pain points and are on a mission to enable greater access to more convenient, affordable, and effective care.
We do this through our technology-enabled care platform that is designed to help our clients achieve their digital care ambitions – today and in the future. We offer programs spanning the full care continuum, including urgent, acute and specialty care, behavioral health, and services for the treatment of chronic conditions such as heart and cardiometabolic diseases. Programs are powered by Amwell as well as our growing partner network.
For almost two decades, Amwell has proudly served some of the largest and most sophisticated healthcare organizations in the U.S. and worldwide. Our team is passionate about technology’s role in transforming care delivery and making it more equitable, accessible, efficient, cost-effective and navigable for all.
Brief Overview
Amwell is seeking a motivated and energetic Technical Support Specialist to join our Customer Support team. In this Customer-facing role, your primary focus will be to deliver world class support and solutions to our Amwell customer base. You will provide guidance and resolution on a wide range of technical product support issues. You will work on technical service requests that our Level 1 support teams have been unable to resolve. You will liaise with our Tier 3, Hosting, Engineering and Customer Success teams when needed to assist with troubleshooting problems for our Customers. The Technical Support Specialist will play a critical role in the success of our relationship with enterprise clients and end users of Amwell’s technology. Strong communication skills, critical thinking, attention to detail, and a passion for customer experience are all key attributes for this role.
Core Responsibilities
You will assist customers in resolving technical issues and document all customer interactions in case management software (ticketing) in a timely manner.
Assist Tier 3, developers or other team members with obtaining data/details for troubleshooting purposes.
Be an advocate for the Customer, relating to each case with empathy and urgency so as to build a lifelong relationship with Amwell
Create, track and manage incoming support tickets with the utmost sensitivity to the Customer’s experience and needs
Utilize a variety of tools and techniques to review, investigate, and resolve individual support cases related to any of Amwell’s product lines
Troubleshoot technical issues and reproduce recurring software and hardware issues for resolution or dev / vendor escalation
Deliver exceptional experiences by providing timely and effective responses to Customers and internal teams using a variety of communication channels (phone, email, chat, etc.) aligned with the urgency of the case
Handle time-sensitive situations with a calm and professional demeanor