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Technical Support Specialist Others
N/A 1-Year Employee Growth Rate | N/A 2-Year Employee Growth Rate | LinkedIn | $2.7M Venture Funding
What Is Employee Growth Rate & Why Is It Important?
Do you want to bring simple and secure video calling to healthcare professionals and their patients?
Position: Full-time employee
Location: Remote – anywhere on a European/African Timezone (UTC-0 to UTC+3)
About Confrere and our challenges
Confrere is a web-based video calling tool for physicians, therapists, and other healthcare providers. Due to COVID-19, video calls have become an essential tool to deliver healthcare.
Our support team is crucial both in making sure patients are able to meet with their healthcare providers, as well as identifying how we can improve our product. We need to ensure that Confrere will continue to be a valuable tool even as the world eventually overcomes COVID-19. Do you want to be part of grappling with these challenges?
About you
To thrive in this role, we imagine that you’re someone who…
- is interested in solving technical problems, and enjoys figuring out not just what isn’t working, but why it isn’t working
- enjoys collaborating with people from other fields (be it product, engineering, sales or marketing)
- is able to explain complex technical problems to others in a clear way, even if those people are less tech-literate than yourself
- enjoys communicating with users and learning about their problems and needs
Your role and responsibilities
We have friendly customers, who are enthusiastic about the usability of our video calls and grateful for the helpfulness of our support team. However, doing video calls in the browser offers a multitude of potential technical errors, bugs and hick-ups. We’re looking for a support specialist who will lead our efforts in improving how we do technical support.
These will be your primary responsibilities:
- Be part of our interdisciplinary squad focusing on the core video call experience, with team members from engineering, product and support
- Create documentation and workflows that will help our Tier I support team be more self-sufficient in solving technical issues
- For technical issues that our Tier I support team is not able to solve, you will be reproducing and documenting technical issues, especially concerning video calls
- Come up with suggestions to solve these technical issues in collaboration with the engineering and product teams
- Coordinate between engineering and customer support during downtime
Our typical support problems might look like this:
- “My camera isn’t working”
- “The sound disappeared”
- “I just see a blank screen”
- “I could hear the patient but the patient couldn’t hear me”
- “I can’t log in”
For the technical issues that our users encounter, it is key for the support to figure out whether the problem is A) a usability issue, B) a technical issue locally with this user, or whether C) the user has stumbled upon a bug, for instance introduced after an update of a browser or operating system.
As the Technical Support Specialist, you will help with improving workflows and documentation so that more of the problems in A and B can be solved by the user themselves or Tier 1 support. You will personally be essential in handling the problems in C, by accurately describing and reproducing them before they are handed over to the engineering team.
Your experience and background
We think you’ve had 1-3 years of professional experience. The exact title isn’t that important – we will adapt the position depending on your speciality. Regardless, we think that you have seen what has worked and hasn’t worked in technical support, and want to take what you’ve learned and build on them.
More specifically, we imagine that…
- you either have a technical background or have experience with systematic troubleshooting/debugging of technical problems
- you have professional experience from customer support or similar
- you’re used to working with customers with low digital literacy (healthcare professionals and patients are on average older than users of general digital services)
Optional bonus skills
None of the below is required, but if you have any prior knowledge of them, be sure to mention it in your application!
- HTML, CSS and JS
- SQL
- WebRTC
- Knowledge of other languages than English (our working language), such as German or a Scandinavian language
- Knowledge about healthcare, either due to your experience, education or more informal reasons
Your colleagues 🙂
The Confrere support team was established in March, as a response to a large influx of customers due to Covid-19. Before that, all customer support was solved by colleagues in product, engineering and marketing. That means everyone in the company has hands-on experience with supporting our customers.
Your manager will be Marie (Head of Customer Success). Your teammates in the support team are Andrea (full-time Customer Support Specialist), as well as the part-time customer support team: Aline, August, David, Kim, Sophia, Thea and Tirill. As the liaison between support and engineering, you’ll also be in close contact with Dag-Inge (CTO), as well as the rest of the engineering team: Ingvild, Jayne, Josep, Nienke, Nikolai and Paweł.
Inclusive work environment & equal opportunity
We want to make video calling for everyone – and that means our team should be made up of all kinds of people. We welcome all applicants, regardless of race, ethnicity, gender, gender identity and expression, sexual orientation, age, disability, physical appearance, religion or lack thereof.
Confrere is made up of 26 people: 15 women and 11 men. Half of our leadership (2 of 4) is female.
To get an impression of us you can read about our team, learn about how we work, and check out our posts on Medium or Twitter.
Work/life balance and remote-friendly
Because Confrere is a remote company, you may be located anywhere as long as you’re available to work on one of the European/African time zones (from UTC to UTC+3). Our employees are spread out across Europe, plus one person in the US.
- We work 37.5-hour weeks. We are committed to balancing work with leisure, family and friends.
- You have flexibility and freedom in how you set up the working day and when you want to work.
- As we have no office, we offer co-working space memberships if you’d like to not work from home (present pandemic rules excluded). Not having a physical office doesn’t stop us from socializing with our coworkers – we would love to tell you more about this!
Since Confrere is based in Norway, you can expect benefits aligned with Norwegian standards, such as:
- 5 weeks vacation
- both self-declared and medically certified sick days that don’t affect your vacation
- almost a year of maternity/paternity leave
Employees also have the opportunity to purchase shares in Confrere.
How to apply
Send an email to cx@confrere with the subject “Tech Support” and include the following in your application:
- A bit about why you want to work at Confrere
- Which experiences/backgrounds/skills you have that you think are most relevant to this position
- Attachment/link to a CV (or portfolio, LinkedIn page or similar) containing your relevant background/experiences
- To give us a sense of how you think about things, tell us about a time you really enjoyed yourself while solving (or failing at solving!) a technical problem (1-2 paragraphs is enough).
We aim to fill this position by February 28th, but will be evaluating applications continuously. We encourage you to apply sooner rather than later!
Before you apply, please check if any restrictions apply in terms of time zone or country.
This job has a geo-restriction in place: UTC-0 to UTC+3.
Apply for this position