1st Line Product Support Engineer

At ieso everyone is committed to the same goal: transforming the way mental health problems are treated worldwide. As one of the UK’s largest and most trusted providers of digital mental healthcare, the work we do already changes lives every single day. But our mental healthcare revolution is just getting started.

As a 1st Line Product Support Engineer, you will be the first point of contact for customers experiencing issues with our product. This role involves understanding the customer's problem, troubleshooting it, and either resolving the issue or escalating it to the appropriate team.

We have a 190-strong team and a health and wellbeing package to support you each and every day, alongside plenty of opportunities for growth and development as we all strive to achieve our collective ambition.

Reporting to: IT and Security Team Lead

Working Hours for this role will be in Central Time Zone

Responsibilities

• Specific Respond promptly to customer inquiries regarding the product
• Understand customer issues, reproduce them, and identify the root cause
• Resolve minor product issues and escalate more complex issues to the appropriate teams
• Document all customer interactions and product issues accurately and in detail Liaise with development and product management teams to identify and track product issues, and to identify trending issues
• Provide timely feedback to customers on their issues and queries.
• Train customers on how to use the product effectively.
• Help in improving the product based on customer feedback and personal observations.
• Follow up with customers to ensure their issues have been resolved and they are satisfied with the service
• Technical curiosity - will have a vested interest in exploring our digital products; an early UAT indicator
  

Requirements

Essential

• A strong understanding of computers and common software applications (e.g., Microsoft Office, web browsers)
• Excellent problem-solving and analytical skills
• The ability to learn new technologies quickly
• Exceptional communication and interpersonal skills
• A customer-service oriented mindset with a focus on providing prompt and professional service
• Proven experience as a Product Support Engineer or similar role in customer support
• Strong knowledge of the product and ability to learn new technologies
• Excellent problem-solving skills and ability to troubleshoot technical issues
• Excellent communication skills, both written and verbal, with a skill for making complex concepts understandable
• Ability to work under pressure and manage multiple issues simultaneously
• Excellent interpersonal skills, with a focus on customer service
• Familiarity with ticketing systems and remote support tools

Desired

• Healthcare experience
• Fluent in Spanish - Spoken and Written.
• Degree in Computer Science, Engineering or relevant field is a plus
• Technical certifications are a plus

Benefits

We’ll reward you with a competitive basic salary along with a range of excellent benefits including:

• Retirement Plan 401(K)
• Paid Time Off: 20 Vacation days & 12 Public Holidays
• A range of Medical Benefits
• Work From Home
• Annual Discretionary Bonus up to 10%

ieso is one of those rare places where anyone from anywhere with any background or experience is free to come and do their very best work. We believe in the diversity of thought, as that's what helps us to help our patients.

Diversity & inclusion studies have shown that certain people are less likely to apply for a role unless they meet 100% of the job requirements. Here at ieso, we look for people who can add to our company culture and reflect our values, whilst understanding that certain skills and experiences can be taught. So whoever you are, if you like the look of one of our roles, we encourage you to apply as you could well be our needle in a haystack.

As an equal opportunity employer, equity, diversity and inclusion are values that are critical to our success. Our people are our strongest asset - come and see for yourself!