Customer Support Intern, Augmedix

As a Customer Support Intern at Augmedix, you’ll be responsible for responding to customer requests, troubleshooting issues related to our technology stack, and ensuring that doctors can focus on patient care rather than administrative tasks. You will analyze multiple tools and logs to determine the root causes of issues, while also learning our Standard Operating Procedures to elevate customer satisfaction.

To qualify for the Customer Support Intern position at Augmedix, you should have at least a bachelor’s degree in any field, possess strong verbal and written communication skills in English, and have an empathy-driven approach to customer service. Additionally, basic troubleshooting knowledge and tech-savvy skills are advantageous, as you'll be diagnosing and resolving customer issues regularly.

Augmedix is committed to supporting the learning and growth of our Customer Support Interns by providing hands-on experience troubleshooting with real customers, training on our tools and systems, and exposure to a diverse range of challenges. You'll work closely with our experienced support team, gain insights into the healthcare sector, and develop invaluable skills that will serve you well in your career.

The Customer Support Internship at Augmedix lasts for 3 months, and is designed to provide you with practical experience in a fast-paced, mission-driven work environment. Interns will benefit from fully subsidized meals, transportation drop-offs if applicable, and a chance to work on real problems that directly impact patient care.

Augmedix is a fantastic place for a Customer Support internship due to our highly driven team, strong company growth, and the opportunity to work in an innovative healthcare technology space. Our supportive environment fosters collaboration, and we’re dedicated to providing competitive benefits including unlimited PTO, making it a great starting point for your career.

The key to handling a frustrated customer is to remain calm and empathetic. Start by actively listening to their concerns, acknowledging their feelings, and reassuring them that you are there to help. Use your problem-solving skills to troubleshoot their issue and keep them updated on your progress. It’s important to follow up after the issue is resolved to ensure their satisfaction.

Empathy is crucial in customer support because it helps to build a rapport with the customer, making them feel heard and understood. In a role at Augmedix, where you're supporting healthcare professionals, showing empathy can significantly enhance the customer experience, allowing them to focus on their core mission – patient care. Share an example from your experiences where empathy led to a successful resolution.

I have experience with troubleshooting technical issues through my academic projects and internships, where I often had to analyze problems and find effective solutions. For example, I worked on a team project involving software troubleshooting, where we addressed specific technical issues that arose during user testing, which helped me develop a systematic approach to pinpointing problems.

To prioritize tasks, I assess each inquiry based on urgency and the impact on the customer’s operation. I would classify inquiries into categories such as critical issues needing immediate resolution versus minor concerns that can wait. This method ensures that I address the most pressing problems first while providing timely updates to customers on their inquiries.

One of the most challenging aspects of working in customer support can be maintaining a positive attitude while dealing with difficult situations. However, I believe that focusing on the goal of helping the customer and finding a resolution can help turn negative experiences into learning opportunities. It's important to remain patient, positive, and solution-oriented.

While my experience with EHR systems is limited, I am keen to learn and familiarize myself with them. I understand they are critical in managing patient information and ensuring seamless communication among healthcare providers. I am ready to engage in any training provided by Augmedix and apply that knowledge effectively while supporting our customers.

In my previous role as a tech support intern, I had to quickly learn a new customer relationship management (CRM) system with minimal guidance. I dedicated time to self-study through online tutorials, sought help from colleagues, and practiced using the software until I became proficient. This experience enhanced my ability to adapt and master new technologies efficiently.

I ensure effective communication by being clear and concise while also actively listening to the customer’s concerns. I also make sure to ask clarifying questions if I don't understand something. Additionally, providing thorough follow-ups and information during troubleshooting helps the customer feel informed and confident that their issue is being addressed.

A successful Customer Support Intern should possess strong communication and interpersonal skills, empathy, and a proactive attitude towards problem-solving. Being tech-savvy and willing to learn will also help significantly. These qualities enable an intern to handle customer inquiries effectively while fostering positive relationships with clients.

I want to work for Augmedix because I am passionate about healthcare technology and eager to contribute to a mission-driven organization. I admire your innovative solutions that aim to improve patient care and reduce administrative burdens for healthcare providers. Being part of this journey to enhance healthcare delivery inspires me, and I am excited about the opportunities for learning and growth.