DayaMed is a digital health company based in Reno, NV, focused on medication adherence. The DayaMed platform combines the resources of a clinical care organization with an advanced mobile application that allows patients and their families to access medications, communicate with healthcare providers, and monitor medication adherence.
We are seeking a motivated Technical Support Analyst with mid-level experience in mobile and web applications, including valuable exposure to startup environments. The ideal candidate will have a solid foundation in providing technical support for applications across various platforms, including Android, iOS, and web browsers. As a Technical Support Analyst, you will contribute to the team's success by delivering high-quality support services, collaborating with cross-functional teams, and leveraging your startup experience to thrive in a dynamic work environment. Join our team and leverage your technical expertise and startup experience to make a meaningful impact on our innovative mobile and web applications!
What will you do?
- Provide timely and effective technical assistance to users experiencing issues with our mobile (Android, iOS) and web applications, ensuring a positive support experience and prompt issue resolution.
- Investigate and troubleshoot technical issues reported by users, utilizing your experience to identify root causes, implement solutions where applicable, and escalate complex issues as necessary.
- Collaborate closely with engineering, operations, and product teams to communicate user feedback, prioritize bug fixes and feature enhancements, and contribute to the continuous improvement of our applications.
- Maintain detailed records of technical issues, troubleshooting steps, and resolutions in our knowledge base, leveraging your experience to adapt quickly to evolving processes and requirements.
- Assist users in understanding application features, functionalities, and best practices, delivering clear and concise guidance to empower them to make the most of our applications.
- Participate in quality assurance activities, including testing new features and updates, identifying and reporting bugs, and ensuring the overall reliability and performance of our applications.
- Proactively identify opportunities to streamline support processes, optimize workflows, and enhance the efficiency and effectiveness of technical support operations.
What you have:
- Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).
- 2+ years of experience in technical support or customer service roles, with exposure to supporting mobile (Android, iOS) and web applications, preferably in startup or fast-paced environments.
- Strong problem-solving skills and the ability to troubleshoot and resolve technical issues across multiple platforms and environments.
- Proficiency in debugging tools and techniques for mobile platforms (Android Studio, Xcode) and web browsers (Chrome Developer Tools, Firefox Developer Tools).
- Excellent communication and interpersonal skills, with the ability to communicate technical information effectively to users and stakeholders at all levels of the organization.
- Ability to work independently and collaboratively within a team, with a proactive and customer-centric approach to technical support.
Nice-to-Haves:
- Experience with SQL databases, including writing and executing SQL queries for data analysis and troubleshooting purposes.
- Familiarity with version control systems such as Git for tracking changes to application code and configurations.
- Exposure to Agile development methodologies and working in cross-functional teams.
Benefits:
- PTO and paid holidays
- 401K, Medical, Dental and Vision Benefits
- Company ownership via stock option
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Work Location: Hybrid remote in Reno, NV 89501