Fabric is building a technology enablement layer to power hybrid care that helps patients seamlessly transition between virtual experiences and physical sites of care. Our technology offers patients greater choice and convenience, offers providers improved efficiency, and still boosts the bottom line for health organizations. We use top clinical data plus technology built around people to create better healthcare experiences. At Fabric, we are a team of unconventional thinkers who are heralding change in an industry that badly needs disruption.
The Application Support Specialist role works across teams, product lines and in multiple internal platforms (Zendesk, Jira, and others) to triage, develop solutions for, solve, and communicate about technical support issues coming from Fabric customers. The individual taking on this role will start out focusing on our Engagement Suite of Products specifically and due to the nature of those products will be asked to use basic software development knowledge and skills to execute on support requests.
Prioritizing product technical issues in a fast-paced, rapidly changing environment like Fabric requires excellent communication skills and coordination to provide Fabric’s clients with quality, timely resolution to issues. In addition to real time problem solving and ticket execution, this role is positioned to identify user experience themes across clients for the Product and Engineering teams’ evaluation. It is crucial to maintain a deep knowledge of Fabric’s changing technologies and products. Other duties as assigned.
What you'll do
The majority of your time will be spent managing daily technical support activities including triaging tickets, determining the best solution for tickets, executing on ticket tasks, communicating updates to customers on status of tickets, joining calls to discuss the issues you are solving, and escalating tickets to other engineering teams.
Other responsibilities include:
Acting as a client advocate with a variety of internal Fabric teams
Helping to maintain and enhance the Fabric knowledge base, ticketing, and ticket reporting systems
Providing communication and analysis to key internal and external stakeholders
Helping to maintain user training materials, user guides, workflow diagrams and support documentation.
Required skills/abilities
BA/BS degree
5+ years of experience or training in an application specialist, software engineering or SaaS implementation focused role
3+ years of experience using popular programming languages and databases (such as JavaScript and MongoDB/MySQL)
3+ years of experience working in a similar customer < > ticket oriented role, where technical tickets are raised from customers, and you are responsible for finding a solution to them
2+ years of experience communicating directly with customer stakeholders in a professional environment
Experience working directly in Zendesk and Jira is a large plus
Background in healthcare technology and/or hospital systems is a large plus
Professional competencies
Must enjoy creative and collaborative problem solving
Possesses a collaborative style across different types of individuals with a variety of different backgrounds, skills and communication styles
Communicates clearly and concisely and is able to be the translator between a customer and more technical internal stakeholders
Customer centric attitude
Flexible - can change direction on a dime
Exhibits grace under pressure with ability to multitask
United States
