Sr. Support Specialist

11 days ago

  • Technology
  • Remote
  • Full Time

Job Description:

Tier 2 is the second level of service support and escalation for the IntegraCloud product support desk. The goal of Tier 2 Escalation is to resolve priority tickets and complete root cause analysis. This role understands the time sensitivity and urgency that must be paid when handling interruptions in service for clients. In this role you will have the opportunity to interact with diverse client environments, systems, and technologies.

Responsibilities:

  • Efficient communication with Client Success Manager to ensure the team can properly triage, categorize and communicate the issue to the client.
  • Escalate any trouble tickets to the next level of support, as needed, and be available immediately for priority one or priority two tickets (priority issues). After priority issue is resolved, document any new information or trouble shooting steps including creating a Root Cause Analysis.
  • Ensure the customer is promptly notified while ensuring resolution and/or proper hand off to team members. Facilitate support for internal customers (other departments) and direct them to appropriate solution avenue(s).
  • Perform in-depth situation analysis and employ mechanisms to replicate reported problems to assure proper diagnosis.
  • Work with third party service providers and vendors to resolve issues.
  • Research and recommend possible automated approaches for system administration tasks.
  • Ensure that high quality standards are maintained for all client interactions and issue resolutions. Provide exceptional support when communicating and assisting clients.
  • Develop and maintain functional and technical product knowledge including reviewing new product functionality (monthly).
  • Develop and maintain knowledge of IntegraCloud’s implementation and support practices and methodologies. Lead, train, and mentor Tier 1 Technical Support staff for purposes of achieving optimal first contact closure rate. Provide contributions to project methodology and document library which includes development of new documents/processes as well as updates to existing documents/processes.
  • Complete all required product training and maintain annual certifications.

Qualifications:

  • Must have 5+ years professional experience in Technical Support preferably software or application support.
  • Healthcare experience is a PLUS.
  • Working knowledge of Salesforce.
  • Excellent customer service and interpersonal skills.
  • Excellent spoken and written communication skills.

Benefits:

Integra Connect, LLC provides a comprehensive benefits plan

  • Medical/Dental/Vision Insurance beginning the 1st of the month following your date of hire
  • Paid Time Off
  • 401k with employer match
  • Paid Holidays and Floating Holiday

Equal Opportunity Employer

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