Technical Support Engineer 2
Intuitive
Senior Technical Support Analyst
Premier Inc.
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $52,000 - $78,000 per year
Job Level
Senior
Tech Stack
ServiceNowSQL
About the role
- The primary purpose of this role is providing second tier technical support for the Premier suite of web-based products. This position is responsible for solving highly complex issues directly or engaging the appropriate resources to provide accurate, timely resolution while maintaining customer satisfaction. Customer issues typically involve technical issues regarding the reports generated by the premier web-based products. This position is expected to perform detailed research through in- depth knowledge of the end-user product combined when appropriate with the creation and/or execution of SQL queries to confirm source data. This position will work closely with the premier software development team and/or Tier 2 team of specialist to determine and communicate resolution on issues which require Tier III escalation. This position will also be expected to share knowledge acquired through formal/informal training sessions with less-experienced staff. Also, this position will be responsible for assisting in process improvement initiatives and special projects as assigned. Key Responsibilities Responsibility #1– 50% Second Tier Client Support
- Receive complex and/or high priority customer issues which were unable to be resolved by First Tier Support Analysts.
- Accurately update activities into customer relationship management system (Servicenow.com)
- Direct communication with customers to apprise user of issue status and/or gather more user feedback
- Guide Associate Specialist and assist the Tier 2 Specialist with researching issues as well as help coordinate research efforts with Premier IT and/or product operations under the direction of the Tier 2 specialist
- With guidance from the Development or Tier 2 specialist work toward incorporating acquired end-user product knowledge with the creation/execution and learn to create SQL queries to confirm/isolate nature of technical/product issues
- With guidance from Tier 2 Specialists or development, communicate system issues to internal staff Responsibility #2 – 20% First Tier Client Support
- Receive incoming customer inquiries from hospital-based and internal product users via the telephone or email.
- Accurately log and update all inquiries into the customer relationship management system (ServiceNow.com)
- Work directly with customers to research/resolve application and technical inquiries
- Escalate unresolved issues appropriately Responsibility #3 – 20% Mentoring/Training
- Mentor new staff on product troubleshooting and support procedures
- Provide both formal and informal training to less experienced staff to facilitate knowledge transfer on subjects including new product functionality; technical troubleshooting; customer service skills; etc.
- Create/update support process documentation Responsibility #4 – 10% Development Project Resource
- Participate in development project teams which may include support lead for beta clients, assistance in quality assurance testing, developing support processes to account for product changes, etc.
Requirements
- Work Experience: Years of Applicable Experience - 4 or more years Education: High School Diploma or GED (Required) Preferred Qualifications Experience:
- 5 Years Applicable Experience Education: Bachelor’s Degree in related IT field Additional Job Requirements: Remain in a stationary position for prolonged periods of time Be adaptive and change priorities quickly; meet deadlines Attention to detail Operate computer programs and software Ability to communicate effectively with audiences in person and in electronic formats . Day-to-day contact with others (co-workers and/or the public) Making independent decisions Ability to work in a collaborative business environment in close quarters with peers and varying interruptions
Benefits
- · Health, dental, vision, life and disability insurance · 401k retirement program · Paid time off · Participation in Premier’s employee incentive plans · Tuition reimbursement and professional development opportunities · Perks and discounts · Access to on-site and online exercise classes
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SQLtechnical supportcustomer relationship managementproblem solvingprocess improvementquality assurance testingproduct troubleshootingsupport documentation
Soft skills
communicationmentoringattention to detailadaptabilitycollaborationindependent decision making
Certifications
High School DiplomaGEDBachelor’s Degree in related IT field
