Product Support Associate

at  KNOK

LEARN ABOUT KNOK

At knok, we dare to lead and humanize the digital transformation of healthcare. We envision a world where everyone has timely access to quality healthcare through digital technology, creating a more equal society. We genuinely believe in it and you can recognize it in every person who embraces this mission.
Through a Digital Front Door strategy, knok connects patients, providers and healthcare professionals in one place. Our API-first white-label platform enables a continuous, engaging and personalised healthcare experience for all conditions through a cutting edge Patient Journey Engine.
With regular clinical practice as our main source of knowledge, we leverage ready-to-use data to improve care automation and increase financial savings. Since 2015, we have enabled more than 2.5 million clinical interactions in over 12 countries. Our platform is scalable and AI-ready, enhancing the power of data-driven care to deliver better outcomes during all stages of life.
Are you ready to join us in revolutionizing healthcare and making a tangible impact on people’s lives?

ABOUT YOU

To be considered for this role, here are the skills we’re looking for:

• Previous experience in customer service or product support, preferably in a technology or software environment;
• Strong analytical and problem-solving abilities, with a results-oriented approach;
• Ability to handle frustrated customers calmly and professionally, always focusing on a positive solution;
• Strong verbal and written communication skills, capable of explaining technical concepts clearly to non-technical users (healthcare professionals);
• Good verbal & written communication skills in English.

You might also have:

• Knowledge of support methodologies such as ITSM or similar.

ABOUT THE ROLE

We are looking for a Product Support Associate to ensure the smooth operation of telemedicine services by assisting healthcare professionals in resolving technical issues. This position involves troubleshooting connectivity problems (VPN), audio issues, and browser permissions while collaborating with customer service teams to ensure doctors can deliver high-quality services. The ideal candidate is passionate about customer support, resilient in the pursuit of problem resolution, and skilled in managing competing priorities. If this makes sense, keep reading!

As a Product Support Associate, you will:

• Provide first-level technical support to doctors using the telemedicine platform, resolving issues related to VPN connections, sound problems, and browser permissions;
• Assist medical teams in addressing daily technical challenges, ensuring consistent service quality across telemedicine operations;
• Effectively manage and prioritize multiple support requests, promptly addressing the most critical issues;
• Collaborate closely with the customer service team to quickly address and unblock issues raised by doctors in the Knok operation;
• Clearly and organisedly document new technical problems and their corresponding solutions to enhance future troubleshooting efforts;

• Investigate and identify the root causes of recurring technical issues, working diligently to provide long-term solutions;Work with other departments, including development and product teams, to resolve complex technical challenges and enhance the overall user experience.

To be considered for this role, here are the skills we’re looking for:

• Previous experience in customer service or product support, preferably in a technology or software environment;
• Strong analytical and problem-solving abilities, with a results-oriented approach;
• Ability to handle frustrated customers calmly and professionally, always focusing on a positive solution;
• Strong verbal and written communication skills, capable of explaining technical concepts clearly to non-technical users (healthcare professionals);
• Good verbal & written communication skills in English