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?
To thrive in this role, we imagine that you’re someone who…
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:
Our typical support problems might look like this:
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…
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!
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.
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.
Since Confrere is based in Norway, you can expect benefits aligned with Norwegian standards, such as:
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:
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