Support Desk Specialist 

PhysIQ is a transformational leader in applying highly sophisticated technology to solve some of the most pressing problems in healthcare. More specifically, we are forging the frontier of healthcare delivery at the intersection of mobile technology and artificial intelligence. Our team is comprised of veteran technologists and world-class data scientists and our solutions set the market standard for scalability and sophistication. Furthermore, we are implementers with a proven track record of transforming an audacious technological vision into mission-critical solutions for our customers. 

• Our core values are simple and are defined by integrity, passion and relentless drive toward solving the impossible. 

• We are a team in its purest definition. We all pull on the rope together, in the same direction, with the same intensity. 

• Our customers and their patients depend on us to deliver technology that will forever change healthcare. We are literally keeping people out of the hospital. We are changing lives. 

In our world, amazing things only happen when people make them happen. If you want to make things happen and do it with a world-class of team of visionaries and doers, we encourage you to apply. 

PhysIQ is seeking Support Desk Specialist to join the Customer Success / Operations team in Chicago. The individual will play a critical role impacting the growth of the organization. This role will help implement operational process, procedures and system efficiencies across PhysIQ’s platform and platform partners. We are looking for a hands-on candidate who takes ownership and seeks new opportunities. 

Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email 

• Perform remote troubleshooting through diagnostic techniques and pertinent questions 

• Determine the best solution based on the issue and details provided by customers 

• Walk the customer through the problem-solving process 

• Provide accurate information on IT products or services 

• Record events and problems and their resolution in logs 

• Follow-up and update customer status and information 

• Pass on any feedback or suggestions by customers to the appropriate internal team 

• Identify and suggest possible improvements on procedures 

• Assist with user identity and access management such as new user setups and password resets 

• Participate in the employee on-boarding and off-boarding processes 

• Take ownership of issues from end-to-end to reach a resolution for all appropriate requests and incidents 

• Liaise with PhysIQ’s external platform vendors to resolve basic first level issues 

• Perform other projects or miscellaneous duties as requested or assigned 

Required Skills:

• Proven experience as a help desk technician or other customer support role 

• Good understanding of computer systems, mobile devices and other tech products 

• Ability to diagnose and resolve basic technical issues 

• Excellent communication and troubleshooting skills 

• Experience supporting a virtual team or customer base

• Must be willing to learn new platform systems to troubleshoot operational issues across the organization’s user base 

• Strong customer service skills