Technical Support Representative Level II

Under the direction of the Manager, Client Support, the Technical Support Representative II will specialize in supporting second level incoming requests from Integrated Software Vendors and Clients needing technical assistance with Health iPASS applications. The representative will collaborate with Client Success, Product Management, and their Managers in support of users, while documenting internal support steps. May also cross-train fellow team members as needed.

We support our clients using our platform, including dashboards, mobile applications, and reporting tools via e-mail, and inbound phone calls. The department documents all technical support inquiries and issues for tracking purposes in our helpdesk ticketing system.

We strive to create a workplace culture in which individuals can be their authentic selves while working towards our company mission. We don’t solely search for perfect candidates; we look for candidates that are invested in helping us improve while also improving themselves.

Essential Functions

• Manages complex inbound and outbound requests; selects and explains the best solution to solve technical support inquiries.
• Use critical thinking skills and work with internal and external resources to analyze data and determine root causes of issues.
• Provide individual instruction and training to users on Health iPASS functionality.
• Assist with issue triage, prioritization, and escalation.
• Provides service utilizing various database and tracking applications.
• Documents client service inquires and issues for tracking purposes.
• Meets performance expectations by achieving established goals and objectives such as service delivery, quality, and productivity measures.
• Identifies and communicates trends across client base.
• Maintains in-depth knowledge of Health iPASS products and services.
• Provide coverage for occasional evening shifts.

Requirements

• Excellent communication skills necessary, both verbal and written.
• Adhere to both written and verbal processes.
• Ability to articulate technical information to a non-technical audience.
• Comfortable in a fast-paced startup environment.
• Ability to learn quickly.
• Creative critical thinking skills.
• Extremely organized and able to multi-task.

·       Understand and apply principles of information security in day-to-day duties.  

·       Basic understanding of any of the following:

o   SQL database queries

o   API request/response

o   MDM device management

o   Auditing log entries

Qualifications

• High School Diploma or equivalent
• Some College Preferred
• 1+ Year(s) Customer Service-related Experience
• 1+ Year(s) IT Support / helpdesk
• 1+ Year(s) Application support preferred.

Disclaimer: The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Wellness Resources
• Estimated compensation in the range of $60k-$70K