Head of Support, Trilogy (Remote) - $80,000/year USD

Job ID: 4635


You love helping customers solve technical problems. You think helping non-technical users troubleshoot software is rewarding. You’re looking for a flexible, part-time, remote role that allows you to take ownership of a product. If this describes you, we want you!

Trilogy is a high-margin, private equity-funded software conglomerate. We have a portfolio of hundreds of companies and are adding more every week. You will own a product and ensure customers receive prompt, accurate resolutions to their technical issues every time. 

What you will be doing

You will work with an Electronic Record Management software, supporting a small group of mental health providers who are current customers.

In this role, you will spend 20-30 hours per week: 

  • Asking simple, targeted questions to understand the customer’s problem
  • Investigating and reproducing the customer’s issue
  • Identifying the root cause of the problem and determining the best solution
  • Testing the solution and conveying it to the customer in writing or verbally

What you will NOT be doing

  • Onboarding new customers
  • Managing other support staff

Key Responsibilities

  • Support customers by solving their technical issues
  • Maintain Service Level Agreements by responding to problems within defined timeframes

Candidate Requirements

  • At least 5 years of experience providing technical customer support
  • Knowledge of .NET and C# sufficient to troubleshoot and fix problems
  • Ability to work 4-5 hours per weekday in the Eastern Standard time zone (UTC -4)
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