Technical Engineer

QGenda Technical Engineer

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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 700 employees across the U.S., we are united in our vision and culture to make a difference for our customers, while enjoying the day-to-day.

QGenda values employees and their contributions toward the success of the business, fostering a dynamic work environment that promotes growth, innovation, and collaboration.

Within our Customer Experience (CX) organization, we are looking for technical savvy and customer-focused individuals who want to help carry out the CX mission of enabling our healthcare customers to maximize the value of QGenda. As a QGenda Technical Engineer, you are a product expert who will provide the highest quality of support and help customers enjoy a meaningful customer experience.

You will work closely with the Technical Account Management (TAM) team and other teams within QGenda to provide excellent customer service.

• Maintain a professional and positive attitude in all customer and company interactions, both internal and external.
• Deliver optimal QGenda solutions for more complex cases with minimal technical and process guidance.
• Manage appropriate customer expectations, adhere to Service Level Objectives, and consistently achieve target cases.
• Track and analyze personal case resolution metrics to ensure continuous improvement in response time, accuracy, and customer satisfaction.
• Work independently to complete complex project assignments and decide case solutions autonomously, mentoring QSS team members on best practices.
• Deliver high customer satisfaction and low customer effort by providing timely solutions, escalating to senior team members when necessary.
• Promote customer stability and self-reliance through knowledge transfer and leveraging QGenda Help Center.
• Adhere to all support policies, workflows, and ticket-handling processes.
• Handle Concierge phone support with verbal and technical proficiency.
• Lead or participate in project assignments while managing a standard caseload of customer-facing or submitted support requests with thoroughness and accuracy.
• Hold a high degree of functional knowledge within the QGenda solution and begin expanding upon medical specialty knowledge to recommend best practices to specific customer types.
• Develop or utilize tools or automations (e.g., templates, AI tools, etc.) to streamline recurring technical support tasks.
• Act as a mentor/coach for team members and/or QS resources during Escalation shifts.
• Collaborate with members of the CX organization to ensure a positive customer experience, and work with Supervisors, SMEs and Seniors to develop training, process improvement, and best practices to improve the QS department.
• Complete other duties as directed by QGenda management or leadership.

• Highly collaborative across the CX organization.
• Excellent case management and time management skills.
• Communicates technical information effectively to non-technical audiences.
• Demonstrates a clear understanding and execution of protocols and policies as defined by QGenda.
• Detail-oriented; can complete assignments autonomously with high accuracy and timeliness.
• Strong written and verbal communication skills.
• Advanced understanding of tasks, deliverables, and requirements for project assignments, cases, and workload, and can initiate independently.
• Strong understanding of customer impact, balancing quick resolutions with long-term solutions.
• Can coach Tier 1/2 team members and contribute to structured training plans.

• Associates or Bachelor's degree preferred;
  High School Diploma or GED required.

• Computer programming skills or previous technical support experience.

• Fully company-paid options for medical, dental, and vision insurance (both in-person and virtual).
• Generous paid time off (PTO) policy for healthy work/life balance.
• Paid parental leave for birth, adoption, or permanent placement.
• 401(k) with company match.
• Option to work in a hybrid model or remotely from home, depending on the position.
• Annual Costco membership, cell phone stipend, commuter benefits, in-office perks, and more.

Applicants for this position must be authorized to work for any employer in the United States, including being located in the U.S. We are unable to sponsor, take over sponsorship of, or hire candidates with an employment visa at this time.

QGenda delivers technology solutions to improve how healthcare is delivered and increase access for everyone. We are committed to creating a culture of embracing diversity, inclusion, and equity for all.

QGenda is an Equal…