📍 Job Overview

Job Title: Technical Support Advisor
Company: eVisit
Location: Remote (Mesa, Arizona, USA)
Job Type: Full-Time
Category: Customer Support & Success
Date Posted: June 18, 2025
Experience Level: Entry to Mid-Level (0-2 years)
Remote Status: Remote OK

🚀 Role Summary

Key Responsibilities: Ensure successful customer connections through the eVisit telemedicine platform by monitoring audio/video connectivity, resolving technical issues, and maintaining effective communication.
Key Skills: Technical support, communication, analytical, problem-solving, data analysis, interpersonal, documentation, detail-oriented, customer engagement, collaboration, troubleshooting, issue resolution, and customer success.

💻 Primary Responsibilities

📝 Enhancement Note: The role involves managing support ticket systems, cross-functional collaboration, and driving business practices to strengthen quality assurance and issue resolution processes.

Manage Support Tickets: Oversee support ticket systems to ensure eVisit customers have no technical obstacles or blockers.
Customer Relationship Management: Build and maintain customer business relationships by solving technical issues and escalating tickets accordingly.
Communication Channels: Handle customer phone calls, emails, and live chat communications to resolve common technical issues, business questions, and other concerns.
Bug Identification & Escalation: Identify, validate, and escalate potential bugs in the eVisit software.
Cross-Functional Troubleshooting: Work with multiple departments to troubleshoot, escalate, and resolve technical issues, including managing cross-functional efforts for escalated issues and customer requests.
Customer Engagement: Engage customers to ensure successful use of the eVisit platform and provide first-line support and investigations of product and integrations issues, both internal and external.
Project Leadership: Lead and assist with various Customer Success projects.

🎓 Skills & Qualifications

Education: Bachelor's degree in a related field or equivalent experience.

Experience: 1 year of experience in a Technical Support role.

Required Skills:

Excellent written and verbal communication skills
Advanced analytical and problem-solving skills
Ability to analyze complex sets of data
Ability to handle multiple tasks, set priorities, and meet deadlines
Strong interpersonal and relationship-building skills
Strong note-taking and documentation skills
Self-starter and detail-oriented
Ability to quickly learn new products

Preferred Skills:

Experience in telemedicine or healthcare technology
Familiarity with customer success principles
Knowledge of CRM software

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong communication skills through case studies or testimonials showcasing successful customer interactions.
Highlight problem-solving skills with examples of resolved technical issues and their impact on customer satisfaction.
Showcase your ability to analyze complex data by presenting reports or visualizations that drove decision-making.

Technical Documentation:

Provide examples of well-documented support tickets, escalation processes, or internal knowledge base articles.
Include any process improvement initiatives or documentation you've created to enhance customer support workflows.

💵 Compensation & Benefits

Salary Range: $40,000 - $60,000 per year (based on regional market rates for entry to mid-level technical support roles)

Benefits:

Medical, dental, vision, HSA, and FSA plans
401(k) retirement plan
Generous PTO plan, plus 12 paid national holidays
Fun, collaborative environment with opportunities for professional growth

🎯 Team & Company Context

🏢 Company Culture

Industry: Telemedicine, Healthcare Technology

Company Size: Medium (101-500 employees)

Founded: 2015

Team Structure:

The Technical Support team consists of Advisors, Team Leads, and a Manager.
The team works closely with Product, Engineering, and Customer Success departments to ensure product reliability and stability.

Development Methodology:

Agile/Scrum methodologies for product development and improvement.
Collaborative approach to issue resolution, with regular team meetings and cross-functional communication.

Company Website: eVisit.com

📝 Enhancement Note: eVisit is a growing company in the telemedicine space, focusing on improving patient access to healthcare services through technology. The company values collaboration, innovation, and customer-centricity.

📈 Career & Growth Analysis

Web Technology Career Level: Entry to Mid-Level Technical Support

Reporting Structure: Reports directly to the Technical Support Manager.

Technical Impact: The Technical Support Advisor plays a crucial role in ensuring the smooth operation of the eVisit platform, directly impacting user experience and customer satisfaction.

Growth Opportunities:

Develop expertise in the eVisit platform and telemedicine industry.
Advance to a Team Lead or Manager role within the Technical Support team.
Explore opportunities in related fields, such as Customer Success or Product Management.

🌐 Work Environment

Office Type: Remote (with occasional team meetings and events)

Office Location(s): Mesa, Arizona (with remote work flexibility)

Workspace Context:

Remote work requires a stable internet connection, a quiet workspace, and necessary equipment (computer, headset, etc.).
Collaborative tools such as Slack, Zoom, and Jira are used for communication and project management.
The team maintains regular virtual meetings to discuss issues, share knowledge, and plan improvements.

Work Schedule: Full-time (40 hours per week), with flexible scheduling to accommodate customer needs.

📝 Enhancement Note: eVisit's remote work environment offers flexibility and the opportunity to work from home, with the support of a collaborative team and the necessary tools for success.

📄 Application & Technical Interview Process

Interview Process:

Phone or video screen to assess communication skills and cultural fit.
Technical assessment to evaluate problem-solving skills and understanding of the eVisit platform.
In-depth interview with the Technical Support Manager to discuss the role, team dynamics, and career growth opportunities.
Final interview with the hiring manager to review the candidate's fit for the team and company.

Portfolio Review Tips:

Prepare case studies or examples demonstrating your ability to resolve technical issues and improve customer satisfaction.
Highlight your problem-solving skills, attention to detail, and strong communication skills.

Technical Challenge Preparation:

Familiarize yourself with the eVisit platform and its features.
Brush up on your technical support skills, including troubleshooting, issue resolution, and customer communication.
Research telemedicine industry trends and eVisit's role in the market.

ATS Keywords: Technical Support, Customer Support, Customer Success, Telemedicine, Healthcare Technology, Problem-Solving, Data Analysis, Communication Skills, Customer Engagement, Issue Resolution, CRM, Agile, Scrum, Collaboration, Remote Work, Customer Satisfaction, User Experience.

🛠 Technology Stack & Web Infrastructure

Support Ticket Systems: Zendesk, Jira Service Desk

Collaboration Tools: Slack, Zoom, Google Workspace

CRM Software: Salesforce

📝 Enhancement Note: Familiarity with these tools is not required but would be beneficial. The company provides training and support to help new team members get up to speed quickly.

👥 Team Culture & Values

Web Development Values:

Customer-centric: Focus on understanding and meeting customer needs.
Collaborative: Work together to achieve common goals and improve the platform.
Innovative: Continuously seek new ways to improve the user experience and resolve technical issues.
Data-driven: Use data and analytics to inform decision-making and improve processes.

Collaboration Style:

Cross-functional: Work closely with other departments to ensure the success of the eVisit platform.
Knowledge-sharing: Encourage team members to share their expertise and learn from one another.
Regular communication: Maintain open lines of communication to stay informed and aligned with team goals.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Resolving complex technical issues in real-time, often under pressure.
Balancing multiple support tickets and prioritizing workloads effectively.
Staying up-to-date with the latest telemedicine trends and industry developments.

Learning & Development Opportunities:

Develop expertise in the eVisit platform and telemedicine industry.
Improve your technical support skills and gain experience in a fast-paced, customer-focused environment.
Explore opportunities for career growth within the Technical Support team or related fields.

💡 Interview Preparation

Technical Questions:

Be prepared to discuss your experience with technical support and customer success.
Demonstrate your problem-solving skills with real-life examples.
Showcase your ability to analyze data and make data-driven decisions.

Company & Culture Questions:

Research eVisit's mission, values, and role in the telemedicine industry.
Prepare questions to ask the interviewer about the team, company culture, and career growth opportunities.

Portfolio Presentation Strategy:

Tailor your portfolio to highlight your technical support and customer success skills.
Include case studies or examples that demonstrate your ability to resolve technical issues, improve customer satisfaction, and drive process improvements.

📌 Application Steps

To apply for this Technical Support Advisor position:

Submit your application through the eVisit careers page.
Prepare a portfolio showcasing your technical support and customer success skills, with a focus on problem-solving, issue resolution, and customer communication.
Research eVisit's platform, industry, and company culture to demonstrate your interest and understanding of the role.
Practice common technical support scenarios and brush up on your problem-solving skills to excel in the technical assessment.
Prepare thoughtful questions to ask the interviewer about the team, company culture, and career growth opportunities.

Technical Support Advisor