Sonio, a wholly-owned subsidiary of Samsung Medison Co., Ltd since 2024, is a highly customizable workflow and practice management solution powered by AI for automation, efficiency, and quality…
Sonio, a wholly-owned subsidiary of Samsung Medison Co., Ltd since 2024, is a highly customizable workflow and practice management solution powered by AI for automation, efficiency, and quality…
Ideally, you have prior experience in technical support or a similar role
An empathetic communicator who can explain complex technical concepts to non-technical users
Comfortable with technical environments, familiarity with SaaS platforms and cloud applications
Basic SQL knowledge to assist with reporting and automation efforts is a plus
Hubspot ticketing experience is appreciated
A natural problem-solver who excels at troubleshooting customer and software issues, providing effective workarounds, and getting to the root of a problem
A proactive and autonomous self-starter who looks for ways to improve processes and implement automation
What the job involves
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Sonio is experiencing rapid growth in the United States, partnering with major clinics and onboarding new clients at an accelerating pace
In this context, we're looking for our founding Technical Support Lead to build and scale our support function from the ground up
You'll be joining at a pivotal moment: our customer base is growing exponentially, and we need someone who can build a support organization that scales alongside the business, without compromising on quality or customer trust
Provide exceptional support: You'll be the first point of contact for our customers, providing top-notch support via phone and our ticketing system
Handle common product questions, configuration issues, and known problems, ensuring customers feel heard, supported, and informed
Be a detective: You'll escalate bugs or unresolved cases to Engineering with clear and structured information
Empower our users: You'll provide timely and accurate responses to customer questions, offering guidance and workarounds to ensure a seamless user experience
Build our knowledge base: You'll contribute to and maintain our knowledge base articles, FAQs, and customer-facing documentation, helping our users find answers on their own
Drive improvement: You'll monitor recurring support issues and analyze ticket data to identify patterns and opportunities to streamline workflows and implement automation
Be the link between teams: You'll work closely with engineering and product teams to reproduce and resolve complex technical problems
You'll work with Customer Success to translate customer feedback and support trends into actionable insights that help us improve
