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Technical Support Engineer
2 months ago
HealthLink Dimensions is a leading-edge Atlanta-based technology company that works with the nation’s largest pharmaceutical companies, hospitals, health plans, and marketing agencies to provide the most comprehensive database of healthcare professionals in the nation.
We are seeking a skilled Technical Support Engineer who will be the first contact for any production support issues. The ideal candidate will be responsible for troubleshooting customer issues and providing resolutions.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Essential functions include but are not limited to the following:
- Serve as the first point of contact for inbound customer communications.
- Possess excellent problem-solving skills, with a demonstrated ability to identify issues, solve them quickly and effectively, and know when to rely on internal resources for assistance.
- Troubleshoot production issues, provide resolutions, and help fix defects.
- Meet established response expectations and ensure an exceptional customer experience.
- Have database experience and be proficient in understanding and writing SQL queries.
- Experience with Jira, Confluence, and Jira Service Management.
- Strong written and verbal communication skills.
- Contribute to internal and external documentation such as knowledge articles, process documentation, runbooks, and FAQs.
- Work with other software engineers both onsite and offshore.
- Preferred experience in cloud environments like Amazon Web Services or Microsoft Azure.
SKILLS
- 2+ years of experience and demonstrated knowledge of SQL, log analysis, HTML, and CSS.
- 2+ years in remote/telephone customer-facing service and support.
- Must have SQL knowledge and experience with RDBMS like MSSQL, Oracle, or MySQL.
- Self-starter with the ability to work independently.
- Experience in creating and managing customer communication and tickets.
- Ability to effectively communicate both orally and in writing with all levels of internal and external professionals, especially those with a non-technical background.
QUALIFICATIONS / REQUIREMENTS
- Bachelor’s degree in computer science or equivalent.
- Work in the Atlanta office two days/ week
