Job Description

Job Description

Company Description

InvisAlert Solutions, Inc. was founded by two women with over 30 years of combined healthcare experience. Today, we are recognized as a pioneer in developing healthcare products that improve lives.

ObservSMART is InvisAlert Solutions’ patient validated compliance tool that ensures patient safety by validating and documenting q15 checks. This fully customizable patient-monitoring system reduces risk, errors, and costs related to sentinel and non-sentinel events.

Hospitals that are using ObservSMART are experiencing significant improvements in their q15 compliance, patient safety, and overall quality of care. ObservSMART certifies and documents healthcare compliance in round-the-clock 15 minute checks, thus eliminating missed and falsified observations in non-compliant populations.

Job Summary

As a Product Support Analyst at InvisALERT Solutions, Inc., you will play a key role on the Support Operations team by providing technical support for our technology platform. This role blends technical troubleshooting, customer service, and cross-functional collaboration to maintain platform stability, optimize performance, and ensure client satisfaction. 

You will serve as a primary point of contact for client support, handling incidents and service requests while contributing to ongoing improvements in support processes. Success in this role requires strong technical skills, clear communication, and a customer-focused approach. 

Key Responsibilities 

• Support the stability, reliability, and performance of the InvisALERT platform as part of the Product Support team. 
• Monitor our Service Desk, providing timely and effective technical assistance. 
• Assess, prioritize, and resolve support incidents and service requests in alignment with SLAs and defined KPIs. 
• Diagnose and troubleshoot complex technical issues using application knowledge, system analysis, and backend diagnostics. 
• Provide technical expertise and guidance for escalating platform-related issues. 
• Collaborate with cross-functional teams (Product, Engineering, Operations) to resolve issues and support platform enhancements. 
• Participate in an on-call rotation as required. 

Qualifications & Experience 

• 2+ years of experience in a technical or product support role. 
• Strong foundation in computer technology and technical troubleshooting. 
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users. 
• Proven problem-solving skills with the ability to work both independently and collaboratively. 
• Customer-centric mindset with a strong commitment to service quality and customer satisfaction. 
• Familiarity with Apple iPad devices is required. 
• Basic Linux knowledge preferred. 
• Healthcare or health technology industry preferred. 

What We Offer 

• Opportunity to work with a mission-driven technology company. 
• Collaborative and supportive team environment. 
• Exposure to cross-functional teams and platform development. 
• Competitive compensation and benefits package. 

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