Technical Support Representative Level II in Health iPASS Inc.

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.Essential FunctionsManages complex inbound and outbound requests; selects and explains the best solution to solve technical support inquiriesUse critical thinking skills and work with internal and external resources to analyze data and determine root causes of issuesProvide individual instruction and training to users on Health iPASS functionalityAssist with issue triage, prioritization, and escalationProvides service utilizing various database and tracking applicationsDocuments client service inquires and issues for tracking purposesMeets performance expectations by achieving established goals and objectives such as service delivery, quality, and productivity measuresIdentifies and communicates trends across client baseMaintains in-depth knowledge of Health iPASS products and servicesProvide coverage for occasional evening shiftsRequirementsExcellent communication skills necessary, both verbal and writtenAdhere to both written and verbal processesAbility to articulate technical information to a non-technical audienceComfortable in a fast-paced startup environmentAbility to learn quicklyCreative critical thinking skillsExtremely 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: SQL database queries API request/response MDM device management Auditing log entriesQualificationsHigh School Diploma or equivalentSome College Preferred1+ Year(s) Customer Service-related Experience1+ Year(s) IT Support / helpdesk1+ Year(s) Application support preferredBenefitsHealth 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 DisabilityTraining & DevelopmentWork From HomeWellness Resources Show more Show less Должностной уровень Молодой специалист Тип занятости Полный рабочий день Должностные обязанности Информационные технологии Отрасли Технологии, информационные средства и Интернет