Support Engineer

• Provides thoughtful and insightful customer service through organization, urgency, and product knowledge.
• Answers business and technical inquiries, diagnoses reported problems, recommends possible solutions, and follows issues through to resolution or escalation.
• Identifies root-cause deficiencies and is able to present preventative measures.
• Specific client support responsibilities may include, but are not limited to, the following:
• Diagnoses reported issues with a best practice recommended solution and/or follows through with the proper escalation if unable to resolve
• Supports application break/fix incidents and patches existing issues.
• Quickly identify when issues are more complex and gather appropriate information to escalate to internal development resources
• Identify learning opportunities based on support topics to craft articles and videos for knowledge center
• Accurately capture case notes, document activities and manage cases in a clear, concise and actionable manner
• Experience in a facility with the following platforms: ScreenSteps, Zendesk, and Salesforce to ensure documentation can be constructed and published to our user community.
• Maintain knowledge of the Salesforce Release Cycle, current functionality and support the Product Management team to ensure staff get the proper training and knowledge share on Salesforce Administration.
• Proactively anticipate client issues, concerns, and prepares solutions before they become urgent.

Technical Support Engineer

Salary

Job Level

About the role

Requirements

Customer Service Representative, CAC

Director of Admissions

Customer Success Manager, SaaS Implementation

Insurance Compliance Specialist

Customer Experience Lead