Support Engineer

• Develop, maintain, and optimize complex SQL queries, views, and stored procedures to support analysis, configuration validation, reporting, and defect resolution
• Perform in-depth data analysis and root-cause investigations to troubleshoot system and production issues
• Use SQL to extract, analyze, reconcile, and validate data across environments to support solutioning, testing, and quality assurance
• Support performance tuning activities by analyzing queries, batch jobs, execution plans, and system throughput
• Perform smoke testing and post-release validation to confirm data integrity and system stability
• Coordinate with data conversion teams to support migration planning, data loads, reconciliation, and validation
• Validate converted and migrated data to ensure accuracy, completeness, and alignment with business and policy intent
• Support and validate configuration syncs (e.g., Redgate) from baseline to upper environments (source-to-target)
• Analyze, validate, and reconcile interface outputs, extract files, reports, and database feeds
• Validate X12 EDI transactions (e.g., 834, 837, 835, 820, 999/277) for structure, content, and processing outcomes
• Serve as a technical liaison between Business Analysts, Configuration Analysts, developers, QA, conversion teams, and operations

Technical Analyst – MMIS, Medicaid Pharmacy

• ***Are you the one we’re looking for?***
• Diverse Computing, Inc. is looking for a highly motivated Product Support Analyst to join our close-knit product team. We are looking for someone with a strong drive towards customer service, the ability to work collaboratively across multiple teams, and an interest in learning the ins and outs of working in product development. In this role, you'll have the opportunity to work directly with our customers and our team to support DCI projects and products.
• This role requires the ability to understand our complex products and our users’ needs, as well as leading by example through attention to detail, critical thinking, and creative problem solving. We believe our product team should be one step ahead, proactively knowing the right questions to ask and acting in the best interest of our clients as well as our product teams’ success.****
• ***Get to know us a little.***
• At Diverse Computing, we are passionate about making a difference. Our mission: Deliver innovative solutions that improve the effectiveness and security of the public safety community. In other words, we create software that has a higher purpose than simply making a profit. Imagine working for a company where you can take ownership of your projects, be an integral part of team-oriented innovation, and play a pivotal role with software that is designed to improve public safety. At Diverse Computing, these aren't just catch phrases... they are part of our everyday reality, and yes, we're proud of it!

Product Support Analyst – Software

• Assist with the creation, execution, and validation of User Acceptance test plans and scripts
• Review VRU project requirements to ensure timelines are met and quality meets customer expectations
• Build and run reports such as Management Information Systems (MIS) or financial forecasts
• Research and interpret standard information and identify inconsistencies in data or results
• Assist in training team members on loan resources and provide testing assistance
• Prepare basic presentations for management
• Support trouble ticket resolution and training of new testers
• Assess risk in business decisions, demonstrating consideration for the firm’s reputation and compliance with laws and regulations.

Associate Operations Support Analyst

• Provide technical support to PWT sales and customers.
• Respond to design questions.
• Develop engineered solutions to complex design conditions.
• Meet or exceed the Engineering Service Level Agreement (SLA).

• Act as the primary point of contact for our external facing teams.
• Investigate "stuck" orders or inventory sync issues.
• Learn to perform "Customer Change Requests" (CCRs).
• Translate customer frustrations into clear reports for engineers.
• Participate in the Weekly Operational Health Sync.

Technical Support Liaison

• Provide first-level technical support for Microsoft Dynamics 365 Sales platform and related Power Platform tools
• Assist users with day-to-day CRM functionality, troubleshoot issues, maintain data integrity, and support onboarding/offboarding processes for CRM users
• Serve as the first point of contact for end users, working closely with CRM Support Specialists and system administrators
• Provide initial troubleshooting for CRM and Power Platform issues, including login errors, UI problems, workflow disruptions, and minor configuration issues
• Assist with basic system updates and maintenance tasks
• Assist in the creation, maintenance, and troubleshooting of Power Automate flows
• Perform data imports/exports, validate data, identify duplicates, and assist with minor data cleanup to maintain CRM data integrity
• Create and maintain user-facing documentation such as FAQs, troubleshooting guides, and knowledge base articles
• Assist with user management by creating, updating, and deactivating accounts
• Generate simple reports and dashboards for end users and assist with custom reports by collecting data and providing support on CRM-related data analytics
• Partner with CRM Support Specialists to support continuous improvement of sales processes and user experience.

CRM Support Technician

• Provides quality support to users by responding to end user inquiries and resolving problems associated with telecommunications networks, computer hardware and core business applications.
• Isolates problem source and works with the internal telecommunications, system operations, application development and vendors to resolve problems.
• Follows up with users to ensure problem resolution.
• Develops and maintains documentation of all activities.

Software Technical Support Representative

• Configure, maintain, and advance systems used in financial aid to support student service, daily operations and processing
• Review, test, and troubleshoot product updates and annual releases
• Drive excellence in service through ongoing department support and calibration
• Participate in important initiatives to collaborate with partners to design and improve all financial aid practices
• Challenge thinking and processes to drive, deliver, and facilitate system initiatives and solutions
• Develop an understanding of the interdependencies and sharing of data within system integrations
• Complete daily support functions connected to the student aid experience
• Perform and monitor financial aid batch processes within the Student Information System
• Provide direct, open, and honest feedback to promote engagement, collaboration, and communication to achieve success
• Other related duties to support Student Financial Services and University goals

Systems and Support Analyst, Financial Aid

• Serve as the first point of contact for technical support requests via phone, email, live chat, or ticketing system.
• Troubleshoot and resolve basic hardware, software, and network issues following established procedures.
• Provide technical support for on site and remote employees, including laptops, desktops, monitors, printers, mobile devices, and peripherals.
• Support audio visual (AV) and conference room equipment, including setup and basic troubleshooting.
• Escalate complex or unresolved issues to Tier 2 or specialized support teams in a timely and well documented manner.
• Participate in occasional after hours technical support, as required.
• Perform system imaging, device configuration, equipment replacements, and workstation setup.
• Assist with IT projects as assigned, including hardware refreshes or software deployments.
• Help maintain accurate IT equipment inventory, including tracking and documentation.
• Accurately document incidents, resolutions, and follow up actions in the ticketing system.
• Assist in maintaining and improving Aspire’s IT support procedures and documentation.
• Follow established IT policies, standards, and best practices at all times.
• Maintain a high level of professionalism and deliver excellent customer service in all interactions.
• Build and maintain positive relationships with end users and IT team members.
• Work both independently and collaboratively to address on site and remote support needs effectively.

Technical Support Agent

• Answer inbound customer requests via telephone, email or chat or any additional method of inbound communication; demonstrate proficiency with all internal tools.
• Outbound calls and meetings also included;
• Contact and interface for customers regarding support, troubleshooting and problem resolution;
• Resolve technical support issues for Inovalon supported products within identified timeframes with a focus on first call resolution;
• Identify beneficial product opportunities for existing customers and communicate to sales team via workflow process;
• Ability to deescalate customer’s and resolve customer technical escalations;
• Create knowledge articles to assist department in resolving known customer issues;
• Document all activities with customers in CRM per defined process and procedures;
• Resolve open cases within specified guidelines;
• Elevate issues following escalation procedure timely and as appropriate;
• Other duties as assigned;
• Maintain compliance with Inovalon’s policies, procedures and mission statement;
• Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position.
• Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of Employer.

Technical Product Support Analyst II

• Supervise, mentor, and train Tier 2 technical support agents to meet call center goals.
• Act as the escalation point for complex customer inquiries, ensuring prompt and effective resolution.
• Develop and enforce call center policies and procedures aligned with corporate objectives.
• Monitor performance metrics (e.g., response times, resolution times, customer satisfaction scores), prepare reports, and implement corrective actions when needed.
• Lead special projects to enhance customer experience and drive process improvements.
• Ensure adherence to quality assurance standards, service level agreements (SLAs), and internal/external response time expectations through regular call quality reviews and process improvements.
• Collaborate with other departments to ensure seamless information sharing and resolve customer issues.
• Identify areas for process and system improvements, driving efficiencies in handling technical support issues.
• Create and maintain knowledge base articles and technical documentation for use by the team and end-users.
• Track and report on key performance metrics such as ticket resolution times, first-call resolution, and customer satisfaction; analyze technical support trends and recommend improvements or additional training as needed.
• Other duties as assigned.

Technical Support Supervisor

• Deliver first-line remote technical support within a single modality
• Resolve a broad range of technical issues
• Ensure high customer satisfaction, regulatory compliance, and accurate service documentation
• Conduct root cause analysis (RCA)
• Document diagnostic steps and resolutions
• Escalate complex issues with detailed case histories to senior engineers
• Collaborate with cross-functional teams to improve service operations

Technical Support Engineer 4

• As a Technical Support Representative, you will be responsible for finding innovative ways to respond to varying questions, issues, and concerns.
• Provide front line, first level, technical assistance for consumers.
• Assist with product recommendations and sales inquiries.
• Supporting Client specific high speed internet services delivering an exceptional customer experience.
• Resolve technical problems, within a fast paced, customer facing environment.
• Troubleshooting and issue resolution assistance with Client service and/or devices specific issues including internet connectivity and performance troubleshooting.
• Supporting customer needs related to Client specific high speed internet services and or devices including troubleshooting, triage, and additional required resolution techniques.
• Deliver in scope support for internet service and connectivity related issues pertaining to operating system, PC, and browser configuration.
• Demonstrate advanced product knowledge and have the ability to solve customer issues.
• Resolve customer issues on the first call as frequently as possible.
• Open and manage trouble ticket system for user issues, Data Network, OS issues.
• Be patient, courteous and friendly with customers at all times.
• Demonstrate a positive attitude.
• Address and solve technical problems in a timely manner and complete all work assignments within expected time frames.
• Adhere to all work schedule assignments.
• Abide by and support management directives and adhere to all TP policies.

Technical Support & Sales Representative

• Monitor and evaluate Customer Service Representatives' interactions via phone and email with health care professionals, consumers, distributors, pharmacies, and other stakeholders against established metrics
• Provide coaching and feedback from these evaluations to team members and supervisors
• Review our strategies and team efficiency to effectively manage planned and unplanned events
• Conduct on-boarding orientations for new hires
• Provide comprehensive ongoing training for all levels of Customer Service
• Create and maintain metrics to develop necessary training and ensure program success
• Collaborate with the management team to analyze practices and procedures
• Assist workforce analysis, promoting consistency, best practices, and tactical guidance
• Design, perform, train and distribute routine reports required by management
• Assist in creating training documents for managing day-to-day tasks and work on streamlining SOM processes and communications.

Customer Service Support Analyst

• Provide technical support for customers by troubleshooting a variety of applications and product lines.
• Assist Tier 1 agents by providing guidance, clarifying processes, and reinforcing best practices to improve first-call resolution rates.
• Encourage and promote the use of the Knowledge Base, identifying areas for improvement and training Tier 1s on effective usage.
• Take ownership of complex customer issues, ensuring timely resolution while minimizing unnecessary escalations.
• Work with customers and their IT teams to resolve long-duration issues effectively.
• Provide one-on-one coaching for Tier 1 agents to help them grow and develop.
• Help manage the Tier 2 case backlog by properly categorizing, prioritizing, and actively working cases.
• Ensure accurate and thorough documentation in the Uniguest case system.
• Complete assigned projects, including account organization, documentation, and process improvements.
• Escalate cases appropriately to higher Tier or Supervisor when necessary.
• Bring creative solutions and innovation to drive continuous improvement.
• Maintain a strong understanding of Uniguest procedures and policies, setting an example for coworkers.
• Performs other related duties as needed.

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