Serve as first point of contact for healthcare staff submitting support tickets via phone, email, or chat
Troubleshoot and resolve Tier 1 issues including login/authentication problems
Escalate complex or unresolved issues to the Customer Support Specialist or Program Manager with thorough documentation

Knowledge Base & Documentation:

Document common issues, troubleshooting steps, and resolutions in the team knowledge base
Contribute to FAQs, how-to guides, and self-service resources that empower healthcare staff
Ensure all ticket notes and resolution steps are detailed enough to inform future troubleshooting

User Engagement & Onboarding Support:

Support healthcare staff onboarding by answering questions during go-live events and training sessions
Follow up with users post-resolution to confirm issues are resolved and satisfaction is maintained

Knowtex

Knowtex is building the future of voice AI operating systems for clinicians, transforming how healthcare documentation happens at the point of care. Founded by Stanford AI scientists with deep clinical experience, they're experiencing explosive growth across both commercial health systems and federal healthcare.

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