Technical Support Specialist
2 weeks ago
At Zelis, we're seeking a skilled Technical Support Specialist to join our team. This role requires a strong background in client support and a passion for delivering exceptional service.
About the RoleThis is a full-time position with an estimated salary of $80,000 - $110,000 per year, depending on experience and location. Our ideal candidate will have 2-3 years of experience in client support, preferably in a SAAS model web application support environment.
Key Responsibilities- Work closely with cross-functional teams to identify and resolve customer issues, prioritize related requests, and provide timely status updates.
- Manage a workload of defects for multiple clients, ensuring timely communication and regular status calls.
- Serve as a Major Incident Lead (MIL) during production-level incidents, leading the response and resolution efforts.
- Prepare and deliver monthly reports to clients on Service Level Agreements (SLAs), highlighting key performance indicators and areas for improvement.
- Research and respond to client inquiries in a timely, thorough, and accurate manner, escalating issues as necessary with detailed documentation.
- Analyze defect trends and provide reporting insights based on data, identifying opportunities for process improvements.
- Stay up-to-date with evolving technologies and applications, maintaining and enhancing technical skills to meet the needs of our clients.
- Strong written and verbal communication skills, with ability to present technical information to non-technical stakeholders.
- Excellent time management and organizational skills, with attention to detail and ability to work independently.
- Experience with defect trend analysis, reporting metrics, and using spreadsheet/database tools to create reports.
- Familiarity with technologies such as Github, JIRA, Datadog, SQL querying, Solr search platform, Chatops, and Chrome DevTools.
- Bachelor's degree from a four-year college or university in a related field, or equivalent experience and success in a similar role.
Zelis is a [briefly describe your company]. We offer a dynamic work environment, competitive compensation packages, and opportunities for growth and development.
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