QGenda Technical Engineer

## **Who We Are** QGenda is redefining healthcare workforce management everywhere care is delivered. We're on a mission to empower the healthcare industry to better onboarding, deploy, and manage their workforce. Over 4,500 healthcare organizations have trusted us to help them make strategic workforce decisions through our unified software platform. With more than 800 employees across the US, we are united in our vision and culture to make a difference for our customers, while enjoying the day-to-day. At QGenda, we value our employees and their contributions toward the success of the business. We strive to create a dynamic work environment that fosters growth, innovation, and collaboration, where employees can be proud of the work they do and the impact it has on the healthcare industry. QGenda is headquartered in Atlanta. To learn more about QGenda, visit us at or follow us on [Instagram](https://www.instagram.com/qgendalife/) or [LinkedIn](https://www.linkedin.com/company/qgenda/). ## **About Your Role** Within our Customer Experience (CX) organization, we are looking for technically savvy, customer-focused individuals who want to help healthcare organizations maximize the value of QGenda. QGenda Technical Engineers are product experts who leverage their knowledge to deliver high-quality support and meaningful customer experiences. ## **How You’ll Make an Impact** As a QGenda Technical Engineer I, you will deliver exceptional reactive support for QGenda customers by providing accurate, timely solutions to technical issues. You will learn core product functionality, follow established troubleshooting processes, and collaborate closely with peers and senior engineers to resolve cases efficiently. This role builds the foundation for technical mastery and customer excellence within the QGenda Technical Engineering team. **Key Duties** - Maintains a professional and positive attitude in all customer and company interactions, both internal and external. - Demonstrates foundational technical QGenda knowledge needed for Tier 1, 2, 3+ support. - Independently manages a diverse workload of support cases and complex project assignments, delivering optimal and accurate solutions with minimal guidance. - Update, customize, configure, and manage client environments on an ongoing basis - Consistently manages customer expectations, meets Service Level Objectives (SLOs), and achieves high customer satisfaction through timely, accurate solutions. - Promotes customer stability and self-reliance through knowledge-transfer and leveraging QGenda Help Center. - Adheres to all support policies, workflows, and ticket-handling processes. - Handles Concierge phone support with verbal and technical proficiency. - Collaborate with CS Team, Product Liaison, and other teams to assist with technical issues raised by customers - Act as a point of escalation for QSS team as a Swarm Lead to resolve any escalated cases - Quickly identify and escalate any potential client risks to CS Team - Mentors and trains QSS team members, sharing best practices and providing technical guidance as tenure and expertise progress. - Completes other duties as directed by a member of QGenda management/leadership. ## **Who You Are** - Strong collaboration and communication skills - Solid case/time-management and attention to detail - Ability to complete assignments autonomously and maintain timely communication ## **Experience You Bring** - Bachelor’s degree required ## **Not Required, But Nice to Have** - Computer programming skills or previous technical support experience **#LI-Hybrid** *Applicants for this position must be authorized to work for any employer in the United States (U.S.), including being located in the US. We are unable to sponsor, take over sponsorship of, or hire candidates with an employment visa at this time.* ## **What’s In It For You** We offer a comprehensive total rewards package to support our full-time employees and their family’s day-to-day needs, well-being and major life events, which includes: - *Fully company-paid options for medical (both in-person and virtual), dental and vision insurance* - *Generous paid time off (PTO) policy to enjoy periods of uninterrupted rest and relaxation for a healthy work/life balance* - *Paid parental leave for birth, adoption or permanent placement* - *401(k) with company match* - *Annual Costco membership, cell phone stipend, commuter benefits, in-office perks and more* QGenda delivers technology solutions to improve how healthcare is delivered and increase access — for everyone. We can only succeed by bringing together diverse minds, thoughts, ideas and team members to create better solutions for our customers and make us a better company as a whole. We are committed to creating a culture of embracing diversity, inclusion and equity for all. QGenda is an Equal Employment Opportunity employer and makes all employment decisions without regard to race, color, religion, creed, gender, sex (including pregnancy), sexual orientation, gender identity or expression, natural origin, ancestry, age, marital status, disability or genetic information, military status, status as a disabled or protected veteran or any other protected status under applicable law. If you require accommodations or assistance to complete the online application process, please contact [recruiting@qgenda.com](mailto:recruiting@qgenda.com) and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. We will respond to your email promptly.