Technical Support Technician

PT Genie, LLC
Lake Nona, Florida 32827

Reports To:   Technical Support Manager
FLSA Status: Non-exempt

Submit resume and cover letter by June 15, 2020 to careers@ptgenie.com

 

PT Genie is a digital health company providing in-clinic and remote physical therapy that keeps patients connected with their providers to drive improved outcomes. A wearable device that keeps patients motivated, measures their progress, and enables providers to monitor outcomes more closely, PT Genie is advancing physical therapy to new levels. Through PT Genie, healthcare providers have a way to measure their patients as well as their own success.

 

JOB SUMMARY:

The TST is an integral part of the Technology department and will help in both failure analysis of returned hardware as well as software QA testing for existing and newly developed software.  The TST is responsible for disposition of returned hardware from the field including scrap, vendor returns and rework directions to manufacturing partners.  The TST works effectively with the software developers to ensure software quality through testing best practices.  The TST is expected to collaborate with technical and business operations staff throughout all phases of the software development life cycle in order to deliver working solutions to complex business problems according to established timelines and budgets to support the mission, vision, and values of PT Genie, LLC.


PRIMARY JOB FUNCTIONS:

Managing Customer Support Expectations – assist via the Zendesk PT Genie platform via chat/phone/email to understand patient and provider concerns with software applications and hardware troubleshooting.

  • Working with Manufacturing partner who Inspects all incoming hardware returns:
    • Validate support tickets match symptoms.
    • Document results.
    • Categorize inventory.
    • Understanding returns and communicating to R&D about reliability and robustness.


Performing Software QA
:  Be able to develop test rails and protocols for repeated testing of new software features and or bug fixes.

  • Test for regression incorporating older models and prior versions of software.
  • Help to determine conversion and/or upgrade tactics for software implementation in the field.


General Development Testing:

  •  Assist in new hardware development testing including software interfaces.
  • Assist Technical Support Associates with troubleshooting trees.

 

JOB QUALIFICATIONS:

  • Ability to learn and retain new information.
  • Established organizational skills.
  • Visual accuracy.
  • Ability to troubleshoot minor machinery and software malfunctions.
  • Attention to detail.
  • Aptitude for working with data.
  • One to three years previous experience in a similar position, preferred.
  • Basic knowledge of electronics and electronic assembly.
  • Knowledge of Windows, Office 365, AWS Cloud Services and Zendesk.


Education and Training:

  • High school diploma or GED, required.  Associate’s preferred.
  • College level courses in Software development or computer science a plus.
  • History of Repair or troubleshooting in a fast paced environment.
  • Proven self-starter, good interpersonal and time management skills, and ability to work in a team environment with minimal direction.

 

WORKING ENVIRONMENT /PHYSICAL DEMANDS:

The work environment characteristics and physical demands are representative of those an employee typically encounters while performing the essential functions of this type of job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


SAFETY REQUIREMENTS:

  • Required to observe all safety standards and rules
  • Required to report all injuries to his/her supervisor and Human Resources within 24 hours
  • Personal protection equipment must be worn as required by the job


CODE OF CONDUCT

Required to adhere to the Company’s Code of Conduct as a fundamental business practice