Technical Support Specialist
Job Description
About Our Client
A rapidly growing, private-equity backed start-up is poised to make significant strides in the electronic prescribing software market, alongside its subsidiary specializing in insurance verification solutions. This organization is experiencing hyper-growth at the convergence of the software and healthcare sectors and seeks talented individuals to harness these opportunities, ultimately enhancing the healthcare experience for both patients and healthcare providers. Here is an exciting opportunity to join a vibrant team that is benefiting from strong market dynamics while playing a crucial role in ensuring timely and accurate delivery of mission-critical prescriptions and verifications.
About the Role
The team is hiring a **Technical Support Specialist** to provide secondary support and take technical ownership of new customer integrations. A solid understanding of internet-based applications, APIs, and background systems like SQL databases is essential. The ideal candidate will be a customer-focused team player, capable of delivering efficient and effective solutions. These skills will address immediate implementation needs and foster lasting customer relationships.
Your Responsibilities
– Troubleshoot and resolve cases escalated by the Technical Support Level 1 team that require additional technical insights into the application and its systems.
– Act as the technical owner for new customer integrations by supplying guidance on installation, updates, and basic connectivity between customer systems and the organization for successful implementation.
– Utilize programs, documentation, and collaborate with the Development team to identify solutions for escalated issues or escalate further for research.
– Provide feedback and coaching to the Level 1 Support team to enhance their application and systems knowledge and implement best practice processes for escalations.
– Offer additional technical expertise during client phone calls to support Technical Support Level 1, Implementation, or Account Management.
Qualifications
– **Education:** [Insert educational requirements]
– **Experience:** [Insert experience requirements]
– **Competencies:** [Insert required competencies]
US Benefits & Perks
🌍 Remote work environment with a flexible work schedule to promote work-life balance
✈ Annual team offsite event
🌴 Comprehensive leave package including a flexible time-off policy encouraging team members to take time to relax and recharge; along with 13 paid holidays, paid sick leave, and paid parental leave
💙 Medical, dental, and vision insurance options for individuals and families, plus a company-funded FSA & HSA based on the selected medical plan
💰 401(k) company match
💸 One-time remote workspace reimbursement to optimize your at-home work environment
Compensation
$70K – $77K