Technical Support / Helpdesk Specialist

10 hours ago

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Kontakt.io

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Healthcare Insurance • Artificial Intelligence • IoT

Kontakt. io is a company that specializes in real-time location systems (RTLS) and IoT solutions, primarily targeting the healthcare industry. They provide digital and physical products centered around indoor location and occupancy analytics, asset tracking, staff safety, and patient experience enhancements. Their solutions leverage cloud and AI technologies to optimize care operations, improve equipment utilization, and streamline workflows across healthcare facilities. Kontakt. io's platform is designed for scalability and integration with existing IT infrastructures, ensuring security and compliance with HIPAA regulations.

51 - 200 employees

Founded 2013

⚕️ Healthcare Insurance

🤖 Artificial Intelligence

📋 Description

• Own front-line support via Zendesk/email/phone—respond fast, meet SLAs, and keep customers informed. • Triage and resolve L1/L2 issues across web apps, devices, and integrations; capture logs and write clear updates. • Escalate to Engineering with crisp repro steps and environment details; drive issues to verified closure. • Keep the knowledge base current—articles, macros, and runbooks that boost self-service. • Track queue health (backlog, reopen rate, CSAT), spot trends, and coordinate with Ops on RMAs when needed. • Participate in a light rotation for priority incident coverage during business hours and after-hours escalation.

🎯 Requirements

• 2–4+ years in Technical Support / Helpdesk (L1/L2) for B2B software/SaaS or enterprise platforms. • Hands-on experience with ticketing systems (Zendesk/Jira Service Management) and remote diagnostics tools. • Proven SLA ownership: prioritization, escalation, and clear written customer updates. • Comfortable working fully remote and independently; reliable coverage of US business hours. • Awareness of privacy/security in healthcare settings; sound judgment handling sensitive operational data. • Exposure to BLE/RTLS/IoT and healthcare IT environments (facilities/biomed/IT). • Basic scripting (Python/Bash) or SQL for troubleshooting and data pulls. • Ability to read logs and leverage dashboards to validate fixes and confirm service health.

🏖️ Benefits

• Competitive compensation, including a base salary and an Employee Stock Option Plan (ESOP). • Flexible work arrangements. • Access to cutting-edge IoT technology and a collaborative, expert-driven team. • Additional perks: comprehensive health insurance.