Description

Come join a winning team! Here at Imprivata, you’ll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events. While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun. We are seeking a Customer Support Engineer I to join our team. This is a remote opportunity based in British Columbia, Canada.  

Job Summary

Provides technical support covering the full life cycle of Imprivata products to external customers, partners and employees. Diagnoses and debugs technically complex software in networked and virtualized environments. Isolates and resolves problems in customer configurations and deployments. Reports product flaws or reliability limits to engineering. Must be able to work 9am-6pm PT.

Duties and Responsibilities

Communication SkillsGood standard of verbal and written English and French skills, as well as a professional telephone mannerCan convey technical information at the appropriate level for any audienceStrives to empathize, advocate for, and maintain positive relationships with colleagues and customersAdditional written and spoken languages (Spanish and other European languages) an advantage but not essentialProductivity / EfficiencyLeverages individual and team knowledge and expertise, knowledgebase, documentation and other information sources to help solve problemsGood time management skills and demonstrated ability to effectively prioritize own workloadAble to troubleshoot, debug and reproduce customer scenariosRational thinker with methodical and problem-solving skillsLearns rapidly through both formal and informal trainingRequired to be flexible, detail-oriented and organized with the ability to multi-taskWorks toward becoming a recognized Subject Matter Expert in one or more products or featuresKnowledge ManagementSearches for, references and utilizes, existing Knowledge articlesCreates reusable knowledge articles based on problem analysis and case resolution and contributes to ongoing Knowledge article maintenanceCoaches peers on Knowledgebase usageEscalation ManagementApplies appropriate sense of urgency and proactivityRecognizes the need for case re-prioritization and escalation based on customer and business impactCase ManagementUse the Salesforce call tracking system to record all case details in timely mannerClose cases in the system in a timely manner once resolved/completedMeets or exceeds individual and team targets & SLAsEnsure CRM data are kept up to date at all timesMakes use of diagnostic tools to evaluate and resolve customer issuesAdditional ResponsibilitiesAdhere to regular shifted hours, with additional coverage flexibility as requiredProvide scheduled after-hours coverage on a rotating basis.Occasional travel for onsite support, business meetings, training, conferences, etc., as requiredRespects and maintains customer and partner confidentialityCollaborates effectively across functions and departmentsOther duties as assigned and required

Required Qualifications

Minimum of 2+ years’ experience providing customer service/support (application or technical ideally)Technical degree or equivalent experienceStrong written and verbal communication skills in both English and FrenchMust be able to work 9am-6pm PT

Desired Qualifications

Industry certifications such as Microsoft, VMWare, Citrix, AWS, ITIL, Cisco, CompTIAUnderstanding of user authentication concepts and administration –Passthrough authentication, RDS session management, Kerberos, Biometrics, time-based tokens, proximity cards, RADIUSUnderstanding/experience of Application and Desktop Virtualization, especially CitrixKnowledge of Microsoft Active Directory / User Management / LDAP conceptsExperience of HealthcareAt Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you! Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  #LI-Remote #LI-LI1