Technical Support Analyst
Overview
At the forefront of health tech innovation, CopilotIQ+Biofourmis is transforming in-home care with the industry's first AI-driven platform that supports individuals through every stage of their health journey-from pre-surgical optimization to acute, post-acute and chronic care.
We are helping people live healthier, longer lives by bringing personalized, proactive care directly in. to their homes.
With CopilotIQ's commitment to enhancing the lives of seniors with chronic conditions and Biofourmis' advanced data-driven insights and virtual care solutions, we're setting a new standard in accessible healthcare.
If you're passionate
driving real change in healthcare, join the CopilotIQ+Biofourmis Team!What is the Technical Support Analyst role?The Technical Support Analyst serves as the first line of support for our cus. tomers, partners, and care teams, ensuring they have seamless experiences with platform.
Requirements
provide excellent cus. tomer service, problem diagnosis, and creative resolution for CopilotIQ+Biofourmis products and supporting technologies.
This role is critical to maintaining the trust and satisfaction of those who rely on our platform to deliver care.In this position,
be the voice of support for our users, handling inquiries via phone, email, and o. ther channels with professionalism and empathy.
troubleshoot issues, guide users through our applications, and maintain detailed documentation to support continuous improvement.
Over time,
become a trusted resource for both cus. tomers and internal teams, known for your ability to resolve issues quickly while maintaining exceptional service standards.
What you’ll be doing:Provide exceptional cus. tomer service in person, via phone, and email as appropriate, ensuring all users feel supported and valuedResolve help desk issues including troubleshooting hardware and software issues with urgency and accuracy.Assist users with application navigation, helping them understand and effectively use platform featuresPerform user administration duties, including setting up accounts for new cus. tomers and managing user accessProvide prompt and accurate feedback to cus. tomers, keeping them informed throughout the resolution processMaintain detailed documentation of issues, resolutions, and cus. tomer interactions to support knowledge sharing and process improvementsCollaborate with Product, Engineering, and Operations teams to escalate complex issues and communicate cus. tomer feedbackContribute to ongoing process improvement efforts by identifying trends in support issues and recommending solutions.
What you’ll bring2-5 years of experience in a technical support or analyst role interfacing with internal or external cus. tomersBachelor's degree or equivalent degree in a relevant field, or equivalent experienceCus. tomer-first mindset with empathy, patience, and dedication to delivering outstanding service experiencesExcellent troubleshooting and problem-solving skills across different platform Originally posted on Himalayas (
https://himalayas.app
)