Five billion people in the world do not have access to safe and affordable surgery, and this is a problem everywhere, not just in developing countries. At Proximie, we are focused on solving this and many other global challenges in healthcare to increase productivity, remove workforce shortages and improve patient safety around the world. Proximie is the platform uniquely designed to enhance operating room experiences globally by seamlessly combining telepresence, content management, and data insights. With Proximie, it’s about centralizing the data from the operating room, making it safely accessible, and digitally connected.  

Here's what sets us apart, we’re the only platform to offer all the following: 

Telepresence: Enabling live collaboration with peers or students remotely. Sharing the operating room experience without boundaries; with four views, privacy features, annotation, and chat.   

Content Management: Enables the ability to record, store, and share surgical content safely in a Netflix like library of procedures.   

Data Insights: Enables the ability to assess and improve operating room productivity. Real-time insights empower better decision-making. 

Proximie was Founded in 2016 by Dr. Nadine Hachach Haram, an NHS surgeon and is headquartered in London with offices in the United States and Lebanon. Proximie has 100 employees today and is deployed in over 50 countries.

Check out Nadine’s Origins Story here: https://www.proximie.com/about-us/

Position Overview

At Proximie, we are fulfilled by our mission to share surgical knowledge and improve patient care around the world. Ensuring the delivery of high-quality service and customer support is critical in ensuring we achieve this mission and continuously enhance customer satisfaction and loyalty. We are seeking a customer support engineer based in our Beirut office to help us support our customers around the world.

The Customer Support Specialist will provide tier 1 and 2 end-user customer support to remedy audio/visual software and hardware related issues as well as administrative problems to remote participants who use the Proximie platform around the world. Whilst assisting customers to solve any issues they might encounter, the Customer Support Specialist will feedback key voice of the customer information to customer success, product and engineering teams and be able to see beyond their daily tasks to suggest improvements and ensure the continuous improvement of the Proximie platform.

Responsibilities

• Provide end-user support as needed via service desk, email, telephone, video conferencing and chat to remedy audio/visual software and hardware related issues as well as administrative problems to remote participants who use the Proximie platform.
• Issue triage services and escalation based on the priority level to resolve or mitigate issues during live events.
• Documentation of issues and tickets opened.
• Collaborate with customer success, product, and engineering teams to prioritize customer solutions.
• Ownership of SLAs with supported customers and the resolutions of issues from start to finish.
• Proactively escalate tier 3 issues as required to relevant stakeholders and ensure effective communication both internally and externally. 
• Contribute towards updating of new or existing customer support processes as business demands grow.

Requirements

• Minimum of 5+ years of tier 1+2 customer support experience triaging and solving technical software and hardware related queries.
• Incident/ticket queue management and monitoring experience.
• Ability to take complex issues and resolutions and offer digestible explanations for end users and other stakeholders.
• Knowledge of Windows and network protocols would be highly advantageous.
• Detail oriented with regards to end user issue documentation and resolution.
• Familiarity with various monitoring tools.
• Experience working in cross-functional and geographically dispersed teams as well as remote teams across different time zones.

• Flexibility is key, with customer support sometimes required outside of normal business hours. The customer support engineer will need to be adaptable and available to provide global support as needed.

Desired Skills

• Familiarity with GDPR/HIPAA.
• ITIL certification or equivalent.
• Microsoft Certified Professional (MCP) certification or equivalent.
• Experience with Atlassian suite: Jira, Service Desk & Confluence.
• Outstanding written and oral communication skills.

Why Work for Proximie?

• You will be encouraged to grow in your role, take ownership and gain responsibilities.
• Generous annual leave.
• Two “well-being” days per year plus the day off for your birthday.
• “Summer Fridays” – early office closing on Fridays during summer months.
• Annual bonus programme – based on individual contribution.
• To support your professional growth, all permanent employees will have access to an annual stipend of $1,000 to assist with personal development activities.
• Flexible working hours - we trust our people to manage their time and to focus on wider results.
• A flat organizational structure where every opinion matters, ideas are cultivated, and innovation is encouraged.
• Proximie is a truly global company with teams across the UK, Europe, United States, and the Middle East with that you will have opportunities to see the world.

Proximie is an equal opportunity employer. We are committed to providing a work environment that supports, inspires, and respects all individuals. We do not discriminate on the basis of race, colour, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under the law.