Client Support and Technical Expert
4 weeks ago
Main Responsibilities
- Collaborate with cross-functional teams to identify and resolve customer issues and prioritize related requests.
- Manage a workload of defects for multiple clients, providing timely updates via written communication and hosting weekly client status calls.
- Lead major incidents during production level outages impacting clients, ensuring prompt resolution and minimal disruption.
- Deliver monthly reports to clients on Service Level Agreements (SLA) and provide insights on reported defects and incidents.
- Respond to client inquiries in a timely and accurate manner, escalating issues as necessary with thorough documentation.
Requirements
- 2-3 years of experience in a Client Support role related to SAAS model web application support, providing L1 / L2 support investigating and troubleshooting application defects.
- Previous experience as a Major Incident Lead, managing outages or incidents impacting performance of production level environments with external client resources.
- Ability to establish and maintain relationships with clients and internal teams to stay current with their environment and needs.
- Strong time management and organizational skills, with attention to detail and ability to manage work independently.
- Experience in defect trend analysis and reporting metrics based on support tickets, with proficiency in spreadsheet/database tools and PowerBI.
Preferred Qualifications
- Familiarity with technologies such as Github, JIRA, Datadog, SQL querying, Solr search platform, Chatops, and Chrome DevTools.
- Experience in Healthcare technology and/or familiarity with Medical Benefits transactions (270/271) or medical procedure cost estimation.
Education
- Bachelor's degree (B.A. / B.S.) from a four-year college or university in a related field, or relevant experience and success in a similar role.
Working Hours
- 9AM – 5PM EST to align with client business schedules and internal teams/resources needed to address production defects.
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