Support Engineer

• Respond to incoming client inquiries via telephone, chat, and email
• Research and resolve client issues and requests
• Explain complex issues in appealingly simple terms
• Manage case backlog and meet commitments to clients
• Escalate tickets properly
• Represent client needs and concerns when interacting with various OP departments
• Stay current on all software releases, enhancements, and reported issues
• Utilize critical thinking, root cause analysis, and problem solving skills to address client issues
• 80% of work via real-time/live conversations with clients via telephone and chat
• Perform all work via computer using software (Google suite, Salesforce CRM, JIRA, Office Practicum EHR)
• Use telephone in most client interactions

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